Omnichannel Commerce Transformation for a National Retailer
Retail
What They Were Facing
Luxford & Gray, a premium home furnishings retailer with 85 stores and a growing e-commerce presence, was struggling with disconnected customer experiences. Online and in-store purchase histories were separate, inventory visibility was fragmented, and marketing campaigns were batch-and-blast rather than personalised. The retailer was losing ground to competitors who offered seamless omnichannel experiences including buy-online-pickup-in-store (BOPIS) and unified loyalty programmes.
How We Solved It
AQBEE implemented Commerce Cloud (B2C) for the digital storefront with Einstein Product Recommendations and Search Dictionaries, connected to Marketing Cloud for personalised journey orchestration across email, SMS, and social. MuleSoft built a real-time integration layer connecting the e-commerce platform with the POS system, OMS, and WMS to enable BOPIS, endless aisle, and real-time inventory visibility. Data Cloud unified customer profiles across online and in-store channels, enabling Einstein AI to power personalised product recommendations and Marketing Cloud to deliver targeted campaigns based on unified purchase behaviour.
The Impact
E-commerce revenue grew 67% year-over-year driven by improved site experience, AI-powered recommendations, and personalised marketing.
Buy-online-pickup-in-store accounted for 28% of online orders within six months of launch, with a 35% average attachment rate for in-store add-on purchases.
Average customer lifetime value increased 41% for customers engaged through personalised omnichannel journeys versus single-channel shoppers.
Marketing Cloud personalised campaigns generated 3.2x more revenue per email send compared to the previous batch-and-blast approach.
“AQBEE connected our physical and digital worlds in a way we did not think was possible within a year. A customer who browses sofas online now gets a personalised follow-up email, sees the same sofa featured when they visit our store, and our associates know their preferences before they walk through the door. That is the power of Data Cloud and Einstein working together.”
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