OSF Digital announces the successful go-live of Harvey Nicols’ centralized platform with a single customer view
London, U.K. (December 12, 2024) – OSF Digital, an award-winning provider of digital transformation services to companies worldwide, has unveiled a centralized platform for the UK's leading luxury fashion retailer. This initiative aims to empower Harvey Nichols' marketing team with advanced tools and insights, driving increased return on investment (ROI) and customer engagement.
"At OSF Digital, we are thrilled to strengthen our partnership with Harvey Nichols and Salesforce, delivering a transformative centralized platform that redefines customer engagement. This collaboration underscores our commitment to leveraging Salesforce's robust capabilities to empower Harvey Nichols with a unified customer view, driving innovation and growth in the luxury retail sector. Together, we are setting a new standard for personalized customer experiences that align with Harvey Nichols' esteemed brand heritage," said Gerard Szatvanyi, CEO of OSF Digital.
OSF Digital, renowned for its expertise in digital transformation, has previously implemented a successful Salesforce Loyalty Management system for Harvey Nichols, significantly boosting customer loyalty and spending. Building on this success, OSF Digital is now enhancing Harvey Nichols' capabilities with Salesforce Data Cloud and MuleSoft integrations, establishing a robust framework for future growth.
The retailer's goals include engaging existing customers, boosting retention, and attracting new leads through a centralized platform that empowers marketers to elevate segmentation and targeting. By unifying customer data across all channels, Harvey Nichols aims to enhance engagement, personalization, and conversion while empowering its CRM team to increase efficiency without IT dependency.
This key project involved deploying Data Cloud and leveraging MuleSoft integration for seamless connectivity between Marketing Cloud, Loyalty, Service, and third-party APIs. Einstein AI also played a crucial role, offering features like engagement scoring, send-time optimization, and next-best offer recommendations to personalize customer interactions across various channels.
Harvey Nichols anticipates the following benefits:
- A unified customer identity for efficient segmentation and insights with native activation across every touchpoint.
- Increased acquisition and conversion through better communication, content, timing, relevance, and personalization.
- A connected, personalized shopping journey to increase the share of wallet.
- Greater purchase frequency and order value by linking real-time data across business lines, enabling cross-selling and up-selling.
- Stronger retention with consistent, proactive, triggered personalized messaging across all channels.
- Fast-to-market with data-driven marketing campaigns and immediate analytics capabilities.
- Streamlined tech stack and seamless integrations with easy maintenance and management.
- Accelerated growth and market share from strategic platform reinvestment with access to standardized Customer 360 data models.
“We have been working towards a greater level of insight and personalization for some time. Working in partnership with OSF Digital and Salesforce has enabled us to achieve this goal, which will not only further personalize our customer experience, but also improve efficiencies and future-proof our systems. We are already starting to leverage these capabilities as we go into peak trade thanks to the fantastic team effort throughout the project,” said Annabel Thorburn, Ecommerce Director of Harvey Nichols.
With OSF Digital and Salesforce as strategic partners, Harvey Nichols is poised to transform the luxury retail experience, ensuring that every customer interaction reflects the brand’s heritage of exclusivity and sophistication.
Salesforce, and others are among the trademarks of Salesforce, Inc.
