Lindt masters personalized e-commerce with IBM and CrossView

Master chocolatier sought technology partners with a passion for quality, proven expertise and a close connection to customers

Published on 10 Jan 2014

The site allows us to engage with customers in meaningful, thoughtful ways, and to understand their behavior. We are a thoughtful brand. It is about the experience we create and the loyalty we build, not just sales.

Thomas Linemayr President and Chief Executive Officer Lindt & Sprüngli (USA)

Customer
Lindt & Sprüngli (USA)

Industry
Consumer Products

Deployment country
United States

Partner
Crossview

Overview

Creating premium chocolate is an art that Swiss-based chocolatier Lindt & Sprüngli has mastered across a storied history of producing one of the world’s most consumed confections. The luxury brand has been an innovator of chocolate since 1845, when a founder perfected the process of manufacturing chocolate. Fast forward to today, and Lindt has hit its sweet spot not only in the manufacture of chocolate, but in e-commerce with the launch of a new cloud-based web store delivered by IBM® and IBM Premier Business Partner CrossView.

Business need
Lindt was looking for a platform and vendors that would grow with them, they sought a solution that would make it very easy for them to manage promotions, scale capacity and personalize interactions. They move very quickly between holidays, so they must respond with seasonal promotions just as rapidly—and deliver a premium experience.

Solution
Flexibility associated with the IBM WebSphere Commerce platform now enables Lindt to quickly build and execute highly personalized seasonal promotions around holidays for which chocolate is the go-to gift—think Valentine’s Day to Christmas and everything in between. Through microsites, Lindt can launch holiday-based promotions and campaigns that sell highly targeted offerings. Moreover, because the solution is cloud-based, Lindt can quickly scale capacity up and down as demand increases each holiday.

Benefits
In addition to personalized promotions, Lindt can now use its web store to offer a custom range of products. Shoppers can mix and match products to build personalized gifts—choosing quantity, type of chocolate, packaging and messaging. The site allows them to engage with customers in meaningful, thoughtful ways, and to understand their behavior. Lindt is a thoughtful brand. It is about the experience they create and the loyalty they build, not just sales.

Components

IBM products and services that were used in this case study.

Software
WebSphere Commerce Enterprise

Solution
SaaS, Smarter Commerce

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