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CASE STUDY How Fisher & Paykel has grown through expanding its rich CX across a global online footprint

Cooking with gas: Fisher & Pykel meld CX with international reach

Offering a rich and engaging ecommerce site is now a key tool in the battle to grab the attention of the rapidly growing number of online shoppers – but how do you do that with the agility needed to service a range of international markets?

That was the challenge facing electrical retailer Fisher & Paykel. Founded in New Zealand in 1934, the retailer has slowly expanded around the world and now services customers in more than 50 countries.

With a design heritage that is founded on a pioneering spirit and a culture of curiosity, they challenge conventional appliance design to deliver innovative, human-centred appliances.

In keeping with this spirit of innovation and customer focus, Fisher & Paykel wanted its online offering to elevate the customer experience with rich, engaging content – but its global footprint meant that it needed a platform that enabled the quick and easy deployment of sites in different regional markets, managed from one unified platform.

So how did it square these two challenges?

The retailer was already using Salesforce Sales Cloud, Service Cloud, Marketing Cloud and Community Cloud, so its online team opted to develop the new websites on Salesforce Commerce Cloud to deliver an enhanced customer experience.

It turned to Tryzens to support this transition, as it had experience in multi-cloud integrations and helping retailers to roll out their online presence on an international scale, to new markets and regions.

With the launch of its new online experience, Fisher & Paykel’s staff can now manage all elements of the customer experience in each of the markets they serve from one platform, ensuring a more personal and market relevant customer channel.

Rudi Khoury, EVP of Marketing and Customer Experience at Fisher & Paykel explains: “Tryzens’ ability to work in an agile way in markets around the world aligned well with our methodology and global strategy. To date our experience has been that we have seen the smoothest launches and transition to the new sites based on the great collaboration between our teams.  Tryzens was able to guide us with expert advice at critical decision points, helping us to join up all elements of the customer journey and deliver a seamless experience.”

Andy Burton, Tryzens Group CEO, adds: “We’re delighted to have launched Fisher & Paykel’s new online channels, providing a premium customer experience and the flexibility to serve multiple international markets. Fisher & Paykel truly embodies the ethos of quality, excellence in service and an unwavering desire to offer innovative products that set it apart from other retailers in this competitive industry. This ethos has been carried through into the new platform, to make it more engaging for customers and further elevate the Fisher & Paykel brand.”

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