Superior data quality enables L’Occitane to build more personalized customer relationships
L’Occitane is a global leader of natural cosmetics and well-being products. A key part of maintaining this leadership is building close relationships with its customers across all channels. Until recently, this was a data quality challenge for L’Occitane, since duplication of customer records impaired customer visibility and was time consuming and difficult to correct. The Spectrum Technology Platform solution from Precisely has eliminated this issue, enabling L’Occitane to easily manage its customer records and perform more personalized marketing and customer support.
Yulia Stepanova, Customer Leader, Head of Analytics at L’Occitane is responsible for growing the customer portfolio and the customer lifetime value. “But until recently, it was complicated to really know the customer or deliver great customer experience,” she says. Stepanova has access to a large quantity of customer data; however, it was scattered over multiple, siloed systems and inside the organization’s customer relationship management (CRM) system, duplicate customer records existed.
L’Occitane decided to set up a Data Lake and Master Data Management (MDM) system to improve analysis and control of its customer data. “It was a strategic project for us, so we launched an RFP, conducted a thorough benchmark and considered several competitors,” says Pham-Dac. The company selected the Spectrum Technology Platform which offered a secure solution with easy integration, an intuitive user interface and a low total cost of ownership.
Read more about this customer and how improvement in their data quality enables L’Occitane to start building a relationship with a customer from the moment they click the subscribe button.