The fusion of retail and e-commerce
The history of MARC O’POLO Company began in Sweden in 1967 and quickly led to international success – now MARC O’POLO collections are available worldwide in over 30 countries.
Arvato supports MARC O’POLO in the e-commerce environment, specifically providing logistics, IT, transportation management, customer service, and financial services. Subsequently, the collaboration towards omni-channel integration was strengthened. The new CRM and loyalty program »MARC O’POLO for Members« intended to unify the brand experience both online and in stores, independent of the specific channel.
The starting point
MARC O’POLO and Arvato have been collaborating since 2010. Arvato supports MARC O’POLO in the e-commerce environment, specifically providing logistics, IT, transportation management, customer service, and financial services. During its successful international e-commerce rollout, MARC O’POLO entered a total of seven markets; with dedicated local shops in Germany, Austria, the Netherlands, France, Belgium, Switzerland, and Sweden. Subsequently, the collaboration towards omnichannel integration was strengthened. The new CRM and loyalty programme »MARC O’POLO for Members« intended to unify the brand
experience both online and in stores, independent of the specific channel.
From a customer perspective, the actual shopping venue – online or offline – should be irrelevant to the purchasing decision. All that matters to the customer is the brand experience. To this end, the customer data from the e-commerce sector and the branch network were combined in a central customer database. The resulting unified customer records ensure a new kind of transparency that offers customers real added value. Registered users have the option to benefit from the omnichannel features of the customer loyalty programme »MARC O’POLO for Members«.
With the »seller app«, sales staff have direct access to the CRM system and this simplifies and supports sales in the store. The advanced strategy of the fashion brand is already proving to be successful and the new loyalty programme already boasts 100,000 new members only four months after its launch. This positive trend continues; customers can see the result of the new measures directly in the form of individual customer contact and optimized consultations – solutions tailored to a tee.
Read more about the success story of MARC O'POLO
We were able to offer our customers a comprehensive brand and shopping experience across all channels and are constantly working to further improve this experience. We offer our customers a premium brand and shopping experience with innovative features.Online Managing Director, MARC O’POLO Einzelhandels GmbH