Fraser Hart and Fields are jewelry companies in the Anthony Nicholas Group. Fraser Hart was founded in 1936 in Glasgow and now stands as one of the UK’s leading jewelers, with 28 stores nationwide. For over 35 years, Fields has built a solid reputation, being synonymous in Ireland with fine jewelry, quality watches, and giftware.
The companies wanted to improve data-led decision-making and deliver personalized cross-channel experiences for their customers. To reach their goals of Customer 360, they needed to move away from manually handled data and gain a scalable ecommerce platform. With no CRM platform and an offline ERP, they had inaccurate and disconnected commercial data. Their purchase and customer service flows were heavy and error-prone.
“OSF Digital led us in building a modern, scalable platform, bringing our customers a better shopping experience, regardless of the channel. OSF’s flexibility and agile approach with Salesforce’s feature-rich solutions bring us closer to our goals in our digital transformation journey. We can now focus on brand loyalty, boosting conversions, and delivering innovative customer experiences for Fraser Hart and Fields.”
OSF Digital replatformed Fraser Hart and Fields to Salesforce Commerce Cloud, enhancing shopping experiences with updated UX/UI functionalities. We set up the group’s CRM through Salesforce Service to support customer-centric journeys and gain omnichannel commercial customer data.
To ensure synced, real-time, unified data and drive revenue, we used the Commerce-Service Connector and integrated the solutions with third-party apps and legacy technologies.
OSF helped Fraser Hart and Fields implement an optimized checkout flow and a seamless purchasing journey. Customers of Fraser Hart and Fields can choose to pay with installments or with third-party integrations, such as Klarna. They can use Yotpo for ratings, and Braintree and V12 as additional payment methods. They are set to move forward with their clientelling tool after we connected Commerce and Service CRM to their ERP and marketing tool, Klaviyo.