--- title: "Woolrich: Single Customer View to Increase Sales" description: Learn how we have optimized Woolrich's marketing, sales and customer care activities, equipping the brand with a consistent, real-time view of business data. image: https://www.neosperience.com/hubfs/00_NSP2024_Website/03_Case%20Histories/Loghi%20Clienti/Logo_Woolrich.png --- - [ Applied AI ](https://www.neosperience.com/applied-ai?hsLang=en) - [ Digital Enablement ](https://www.neosperience.com/digital-enablement?hsLang=en) - [Success stories](https://www.neosperience.com/en/success-stories) - About     [en](https://www.neosperience.com/en/success-stories/woolrich-single-customer-view)   |   [it](https://www.neosperience.com/successi/woolrich-single-customer-view) ** ### [Applied AI](https://www.neosperience.com/applied-ai?hsLang=en) [Applied AI Neosperience's Applied AI transforms innovation into tangible business impact by extending human capabilities and making processes smarter, more agile and future-ready. ](https://www.neosperience.com/en/applied-ai?hsLang=en) [Declaro The AI configurator that turns managing complex products into a powerful planning and sales tool. ](https://www.neosperience.com/en/applied-ai/declaro?hsLang=en) [Bleen The AI-powered Intelligent Insight Engine that simplifies and improves search through semantic algorithms, data augmentation, and an intuitive interface. ](https://www.neosperience.com/en/applied-ai/bleen?hsLang=en) [Automate The AI Intelligent Document Processing (IDP) solution that automates the management and extraction of information from any kind of document. ](https://www.neosperience.com/en/applied-ai/automate?hsLang=en) [Pulse The AI platform that creates a Digital Twin for process monitoring, optimization, and predictive analytics. ](https://www.neosperience.com/en/applied-ai/pulse?hsLang=en) [Lead Champion The B2B lead generation platform that identifies the companies visiting your website with AI. ](https://www.neosperience.com/en/applied-ai/lead-champion?hsLang=en) [Neosperience Health Patient Relationship Management solutions that combine the power of AI with empathy in an omnichannel support suite throughout the patient journey. ](https://www.neosperience.com/en/applied-ai/health-tech?hsLang=en) [Agile Development Services Experience and expertise in development and Cloud to design complex digital solutions for your business. ](https://www.neosperience.com/en/applied-ai/agile-development?hsLang=en) [Custom Solution Engineering Development of customized solutions to enhance processes, decisions, and interactions. ](https://www.neosperience.com/en/applied-ai/custom-solution?hsLang=en) ### [Digital Enablement](https://www.neosperience.com/digital-enablement?hsLang=en) [Digital Enablement Solutions that intelligently connect data, processes, and systems to build the digital architecture that underpins today's business and enables tomorrow's business. ](https://www.neosperience.com/en/digital-enablement/erp?hsLang=en) [ERP Soluzioni di Enterprise Resource Planning su misura per ogni azienda: personalizzate, efficienti, flessibili, scalate e integrate. ](https://www.neosperience.com/en/digital-enablement/erp?hsLang=en) [Business Intelligence Advanced services and platforms to digitize management and control processes and obtain aggregated, usable and integrated data. ](https://www.neosperience.com/en/digital-enablement/business-intelligence?hsLang=en) [CRM HubSpot-based Customer Relationship Management solutions that increase the profitability of sales and contact channels. ](https://www.neosperience.com/en/digital-enablement/crm?hsLang=en) [Digital Experience B2B websites, applications, and omnichannel experiences based on an evolving, reliable, and measurable structure. ](https://www.neosperience.com/en/digital-enablement/digital-experience?hsLang=en) [E-Commerce Modular, flexible, and high-performance e-commerce solutions: customizable to suit your business needs. ](https://www.neosperience.com/en/digital-enablement/e-commerce?hsLang=en) [Retail Revolution Our cloud-based clienteling suite that digitizes the in-store shopping experience and helps you overcome checkout line limitations. ](https://www.neosperience.com/en/digital-enablement/retail-revolution?hsLang=en) [Agile Cloud Services Experience and expertise in development and Cloud to design complex digital solutions for your business. ](https://www.neosperience.com/en/agile-cloud-development?hsLang=en) [Custom Solution Engineering Development of customized solutions to enhance processes, decisions, and interactions. ](https://www.neosperience.com/en/contact-us?hsLang=en) ### About [Work with us Innovation is an ongoing challenge. 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The iconic Woolrich brand, a true piece of American history and synonymous with warm, durable outerwear, began in the 1980s to partner with Bologna-based WP Lavori in Corso, which promoted its global reach and opened its first flagship stores, eventually acquiring 80 percent ownership in 2016. Today Woolrich International is a subsidiary of the Luxembourg fund L-Gam, which holds the majority stake, and Japan's Goldwin. Woolrich International distributes its collections, declined in the Woolrich John Rich & Bros and Woolrich Outdoor lines, through a network of 32 single-brand stores in 45 countries. ![Woolrich_Azienda](https://www.neosperience.com/hs-fs/hubfs/00_NSP2024_Website/03_Case%20Histories/02_CRM/08_Woolrich/Woolrich_Azienda.jpg?width=1240&height=1265&name=Woolrich_Azienda.jpg) #### Challenge ## Turning data into profit Woolrich felt the need to increase the effectiveness and profitability of its traditional and digital sales channels, starting with capitalizing on the vast amount of qualitative and quantitative information regarding its customers, collected over time from the different touchpoints. The difficulty was the storage of this massive amount of data: in heterogeneous formats within silos that did not communicate with each other. In addition, the introduction of GDPR made it essential to update personal customer data. ![Woolrich_Case](https://www.neosperience.com/hs-fs/hubfs/00_NSP2024_Website/03_Case%20Histories/02_CRM/08_Woolrich/Woolrich_Case.png?width=1920&height=1280&name=Woolrich_Case.png) #### Proposed Solution ## Proven efficiency in a strategic view of information We served as Woolrich's partner in the strategic definition, coordination and implementation of the project to re-capture data governance through analysis and reorganization into homogeneous and intelligible systems. The activity was divided into three phases. - The first challenge included defining a master data management to integrate and unify data of different nature and from different channels and then to organize them into a reliable Single Customer View. - The second phase involved setting up the CRM system and defining a strategic-organizational approach to managing critical business data. We merged all quantitative and qualitative data into a single marketing automation system and programmed sophisticated marketing and sales automation on the latter. - Finally, we equipped Woolrich with customized dashboards for monitoring data and KPIs from both offline and online channels and for reporting analysis. #### Results ## Efficiency on data improves metrics Information data that were once disorganized in separate silos have finally become useful information for making "data-driven" decisions whether synchronous, and thus automatic, or asynchronous, that is, the result of subsequent analysis. Gaining data governance through Single Customer View also enabled: - improvement of lifetime value; - improvement of customer retention; - increase in sales demonstrated by a marked increase in financial transit managed by the various channels since the project began. Of particular interest was the integration of data from the checkout systems and Wi-Fi hotspots in the different stores: the collection of behavioral data in the stores enabled the definition of interesting proximity marketing actions, for example, the proposal of personalized promotions to the customer who, upon returning to the store, connects with his or her smartphone to the store's Wi-Fi network. The project also played an important role within the company's overall restructuring process and contributed significantly to its international expansion.   **Image Credits: ©2024 [Woolrich Europe SPA](https://www.woolrich.com/it/it/)* #### DID YOU APPRECIATE THIS SUCCESS STORY? ## Contact us to find out what we can do for your company. Contact us ## How can we empower your business? Thank you for filling out the form. 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