Founded in 1884, the Marks and Spencer Group operates 1463 stores worldwide. With 80,000 employees and over 32 million customers, Marks & Spencer is positioned as a top-quality retailer. For 134 years, the brand has always focused on bolder goals. One such goal today is digital transformation.
Aiming to grow their business by nurturing customer relationships, Marks & Spencer wanted to expand their loyalty program internationally. They also wanted to personalize customer experiences and imporve marketing flows. To deploy Sparks, their loyalty program, on a global level and connect their systems, Marks & Spencer needed a digital platform and a skilled System Integrator to support their goals.
“Working with OSF doesn’t just feel like working with a partner, it feels like we are working as one team. We’ve had open, constructive discussions. They were always available to contact, quick to respond, and had honest timelines. They’ve been flexible, knowledgeable, and worked at pace. We love working with OSF. They really feel like extended members of the team. Their enthusiasm is infectious, and we love that they are always up for a challenge! Thank you so much, OSF team; we couldn’t have done this without you!”
OSF Digital developed Sparks International with Marks & Spencer to build more meaningful customer experiences that drive growth. We designed the program and implemented it on Salesforce Loyalty Management, supporting the brand in setting up all the desired details to connect with their customers.
In 4 months, OSF Digital implemented and integrated Salesforce Loyalty Management with Commerce and Marketing Clouds, empowering Marks & Spencer to close the loop on Customer 360. We can already notice an ascending trend in revenue, with a 2% increase.Our partnership continues as we enhance Marketing Cloud automation and journeys, and enable Einstein. We are continuously supporting the group to deliver personalized experiences, maximize efficiency, and improve marketing flows.
We moved forward to Omnichannel Loyalty with a kick-off in June 2023. The pilot will be deployed by the beginning of 2024.