ROGERS & HOLLAND Customer experience Transformation
- IM Digital x Rogers & Holland Case Study
Rogers & Hollands is a leading family-owned jewelry retailer with over 100 years of history and a strong commitment to exceptional customer service. Recognizing the need to elevate the customer experience in an increasingly competitive market, they partnered with IM Digital to leverage digital solutions and optimize their online presence.
Services
- Commerce Strategy
- Experience Design
- Commerce Engineering
- Growth Marketing
- Data and Analytics
- TotalCare
Partners
- Salesforce Commerce Cloud
- Klaviyo
The Challenge
Rogers & Hollands, a leading family-owned jewelry retailer, recognized the need to modernize their customer experience to compete in the digital age. Initial CX research revealed key challenges: customers struggled to find specific jewelry due to limited search functionality, inconsistent product information, and the absence of visual search capabilities.
Additionally, associates lacked the tools to seamlessly integrate online and in-store experiences, hindering their ability to provide personalized recommendations. These challenges highlighted the need for a comprehensive digital solution to elevate the customer journey, improve product discovery, and empower associates to better serve their customers.
Our Solution
IM Digital collaborated with Rogers & Hollands to implement a comprehensive strategy that included:
Customer Experience Workshop: A thorough analysis of the existing customer journey, gathering insights from associates and customers to understand pain points and identify areas for improvement.
Go-Live Plan: A detailed roadmap outlining the implementation of digital solutions, including the integration of AI-powered visual search and the development of a user-friendly web application
TotalCare: IM Digital provided ongoing support across various disciplines, including strategy, engineering, and creative, ensuring seamless execution and continuous improvement of their digital initiatives.
AI-Powered Visual Search Tool
At the heart of the solution lies an AI-powered visual search tool built by IM Digital. This revolutionary technology empowers Rogers & Hollands associates to swiftly find similar items for customers using a simple photo. The tool leverages Google's efficient product search API, allowing for quick and accurate searches.
project summary
The success of this ongoing partnership exemplifies the value of our TotalCare philosophy. By providing comprehensive solutions, including AI-powered tools and dedicated support, we've helped Rogers & Hollands achieve their goals of enhancing the customer experience and driving continuous ROI.
