How LAKRIDS BY BÜLOW improved customer engagement across online and offline channels

How LAKRIDS BY BÜLOW transformed their approach to multi-channel customer engagement

For many e-commerce brands, the challenge is not just managing customer data but integrating it across both online and offline touchpoints. LAKRIDS BY BÜLOW faced this difficulty as their previous systems struggled to integrate data from both their online and retail channels. With a growing customer base, they realized that a seamless connection between digital and physical experiences was crucial.

Michael Ewald Hansen, Chief Digital Officer at LAKRIDS BY BÜLOW, explains: “The biggest challenge for us before implementing Voyado was connecting our online presence with our retail stores. Getting that omni-channel or multi-channel approach, and bringing all the data into one platform, was a real challenge.”

Choosing the right solution: A seamless integration

In their effort to create a more connected and efficient customer engagement strategy, LAKRIDS BY BÜLOW recognized the significance of selecting the right platform to bridge the gap between their online and offline operations. After considering several alternatives, they selected Voyado as the central platform to drive their digital progress and streamline their customer engagement efforts. A key factor in this decision was Voyado’s ability to seamlessly integrate with the existing systems already in place at LAKRIDS BY BÜLOW, making the transition both smooth and efficient.

Michael explains: “We were using a POS system that integrates natively with Voyado, which made the decision easy. Instead of investing significant time and resources into building a complex custom integration, we were able to quickly configure the system, and within a few hours, we were up and running.”

This level of ease and speed in integration allowed the implementation without significant disruption, enabling LAKRIDS BY BÜLOW to focus on leveraging the full potential of their customer data and providing a more personalized experience for their customers.

The results: Elevated engagement and loyalty

Since implementing Voyado, LAKRIDS BY BÜLOW has seen great improvements in customer identification and engagement. “Almost 50% of our customers in store now identify themselves as part of our loyalty program, we’ve made it easy for them to present the QR code from their emails or through the POS system, which has been a huge uplift for us in identification rate,” Michael shares.

They have also seen improvements in how they communicate with different customer segments. By utilizing Voyado’s segmentation and personalization features, LAKRIDS BY BÜLOW tailors their messaging to different groups, whether they are email subscribers or loyalty members. “Consumers now feel they’re part of something more than just a newsletter, they’re part of a community or a taste panel,” Michael adds.

The value of data and automation

For LAKRIDS BY BÜLOW, data and personalization are at the heart of their customer engagement strategy. The company has made it easier to identify customers, both online and in-store, thanks to Voyado’s smooth POS integration. With the ability to build automated workflows and personalized campaigns, they’ve been able to better serve their customers across all channels.

“Building automations has been easy to work with. You don’t need a PhD in marketing automation to create complex, advanced campaigns. And the ability to output QR codes for loyalty members has made it even simpler to identify customers and boost brand loyalty,” says Michael.

Valuable advice for other brands

One of the standout aspects of LAKRIDS BY BÜLOW’s experience with Voyado has been the support they received throughout the implementation process. Michael highlights, “Implementing a major IT platform is never without its challenges, but Voyado’s team has been extremely helpful, action-oriented, and quick to resolve any issues. That’s not something you always get with other platforms.”

This high level of responsiveness ensured a smooth transition, allowing the company to quickly adapt and focus on optimizing their customer engagement strategy. Michael also shares valuable advice for companies considering a similar transformation: “Look at the tech stack you already have and see where you can leverage existing integrations. We were fortunate that our POS system integrated natively with Voyado, which made the whole process very smooth.”

By leveraging existing technologies and integrations, businesses can streamline their implementation process, setting themselves up for long-term success.

In conclusion, by implementing Voyado, LAKRIDS BY BÜLOW has successfully streamlined their customer engagement process, unifying both online and offline experiences. With enhanced customer identification, personalized communication, and easy-to-use automation, the company is now better positioned to continue growing and strengthening its customer relationships in the future.