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Use Case

ACCELERATING DUTY-FREE ONLINE BUSINESS FOR AN INTERNATIONAL AIRPORT
CUSTOMER PROFILE:
  • Industry: Travel, Transportation, & Hospitality — Airports
  • An international airport and an important global hub for Japan
  • A gateway for 28 million passengers annually
CHALLENGES
  • The airport’s duty-free site was running on a custom-developed platform that failed to keep up with business needs and growth
  • Difficulty maintaining the ecommerce solution
  • Poor website UI/UX
  • Lack of promotion capabilities
  • Not able to target different types of customers
OBJECTIVES
  • BOOST duty-free online business with a flexible solution tailored for the airport industry.
  • ENHANCE promotion capabilities.
  • Gain the ability to easily PERFORM A/B TESTS.
  • Rely on an easy-to-use, secure, and SCALABLE ECOMMERCE PLATFORM.
  • RECOMMEND PRODUCTS on the product detail page.
  • Deliver best-in-class customer experiences in Japan as well as for visitors from other countries.
  • TARGET different types of customers.
SOLUTION
  • REPLATFORMED THE AIRPORT’S DUTY-FREE SITE to Salesforce B2C Commerce, an easy-to-use, secure, and scalable ecommerce platform.
  • DELIVERED BUSINESS MANAGER TRAINING to empower the airport team to take full advantage of the online platform’s capabilities.
  • PERFORMED UI/UX OPTIMIZATION to help the airport deliver a better customer experience.
  • ENRICHED THE DIGITAL ECOSYSTEM with ERP implementation and third-party integrations for payments, analytics, cookie management system, product ratings, and reviews.
  • PROVIDED DIGITAL ANALYTICS AND REPORTING SERVICES to help the airport enhance data-based online performance and better understand customer behavior.
  • IMPLEMENTED EXTRA FEATURES, including a lottery page, favorites page, poster creation, augmented reality, and a live stream viewing page.
EXPECTED RESULTS

The international airport is now well-positioned to take full advantage of Commerce Cloud's flexible world-class promotions capabilities:​

  • EXCEPTIONAL customer experiences
  • MAXIMIZED conversion rates
  • CUSTOMIZED journeys for Chinese audiences
  • HIGHER security and compliance requirements
  • REDUCED marketing and CRM efforts due to automation
  • GROWTH of business with no additional cost for scalability
  • PERSONALIZED front-end content and ecommerce operations for enhanced journeys
TECH STACK
Salesforce Commerce Cloud
UnionPay
WeChat Pay
AliPay
Google Tag Manager
Baidu Tag
onetrust
yotpo
THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Are looking to leverage an innovative solution tailored to your business.
  • Want to provide a consistent and seamless customer experience.
  • Want to replace your complex and outdated commerce platform with a new, flexible, and robust solution.

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