PANDORA, one of the world’s largest jewellery brands, has appointed Ecrebo to deliver digital receipts across its 220-strong UK store estate. The solution enables PANDORA to capture customer data at the point of sale, and offer its in-store customers an electronic version of their receipt as the retailer looks to increase its digital capabilities in-store.
The provision of digital receipts enables PANDORA’s customers to receive an electronic record of their purchase and product guarantee, which is especially important for PANDORA, given that over 60% of purchases are made as gifts.
Receipts are emailed to PANDORA’s customers following their transaction and include an option to opt-in to receive regular newsletters, as well as a request for customer feedback, allowing shoppers to comment on their in-store experience. This data is fed back to store managers and head office to help PANDORA to understand how their stores are performing and identify any areas for improvement.
The move to digital receipts gives PANDORA greater visibility of their customers’ in-store purchases, which make up 80% of sales. Ecrebo's OnPoint E-receipt solution allows PANDORA to connect their online and in-store customers for the first time, creating a single customer view. This insight is particularly useful for PANDORA’s marketing team in terms of understanding their customers’ purchase behaviour and using that insight ensure that marketing messages are targeted more effectively.
PANDORA selected Ecrebo because it is a well-established business with an experienced team and 24/7 support coverage, which was particularly important during the installation period. The digital receipts platform was deployed remotely by the Ecrebo team and required minimal involvement from the retailer’s IT department.
Jo Glynn-Smith, VP of Marketing, PANDORA, said: “We know that 60% of purchases are gifts, so giving our customers the opportunity to receive a digital receipt is not only convenient, but important for added peace of mind when it comes to returns and warranties. We also use the digital receipt as an opportunity to request feedback from our customers on their in-store experience, enabling us to continually improve our offering. Our experience of working with Ecrebo has been great. The team is very professional, understand our business needs and are responsive and flexible.”
David Buckingham, Ecrebo CEO said: “We’re really excited to be working with a world-renowned brand like PANDORA. Today’s shoppers understand the benefits of digital receipts in offering improved convenience and peace of mind, but the value to the retailer in building a single customer view, and the way they can use that insight is particularly significant. The addition of the customer feedback element has also been particularly valuable, enabling PANDORA to better understand their customers.”
Ecrebo's patented, software-only solution makes it easy for retailers to cost-effectively deliver personalized offers and messages at checkout on paper and digital receipts.