Peak > Case Studies > Creating an Unrivaled Customer Experience with AI: A Case Study on Eurocell

Creating an Unrivaled Customer Experience with AI: A Case Study on Eurocell

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 Creating an Unrivaled Customer Experience with AI: A Case Study on Eurocell - IoT ONE Case Study
Technology Category
  • Cybersecurity & Privacy - Identity & Authentication Management
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • E-Commerce
Applicable Functions
  • Procurement
  • Sales & Marketing
Use Cases
  • Inventory Management
The Challenge
Eurocell, the UK’s leading manufacturer, distributor, and recycler of UPVC window, door, conservatory, and roofline systems, faced a challenge in harnessing their vast amounts of data to provide customers with an unrivaled customer experience. They aimed to fully personalize every single customer touchpoint, improving their understanding of their customers and how they communicate with them through their digital channels and branch teams. This need intensified during the COVID-19 pandemic as their e-commerce sales rapidly increased. They recognized that artificial intelligence (AI) could empower them to deliver on their strategic goal, but needed help distinguishing between their diverse customer-base in their SAP data, and understanding how their data could be used to create AI models.
The Customer
About The Customer
Eurocell is the UK’s leading manufacturer, distributor, and recycler of UPVC window, door, conservatory, and roofline systems. With a network of over 220 branches and a website, Eurocell distributes its products to a wide customer base of installers, small builders, roofing contractors, independent stockists, and directly to consumers. The transformation of key business processes by utilizing innovative digital solutions that improve the supplier, customer, and employee experience is a key pillar of Eurocell’s growth strategy.
The Solution
Peak, an AI solutions provider, helped Eurocell to become more customer-centric by unifying and preparing their data to identify and group different types of customers. Peak’s AI models used these segments to provide frequently bought together product recommendations, as well as bespoke product recommendations based on an individual’s purchase behavior. Peak also integrated outputs directly into Eurocell's email service provider to send highly relevant emails about products they now know their customers are interested in. The core dataset is continuously updated as new customers create accounts, and their details are automatically added to one of their smart customer segments within 24 hours. The next step is to link customer data with inventories to make it even more convenient for their customers to find exactly what they are looking for, when they need it.
Operational Impact
  • With Peak’s platform, Eurocell has gained a smarter, clearer view of their customers and their behaviors. They now know who their top customers in terms of lifetime value (LTV) are and can target them with special offers to shop both online and in branches. They are also now able to identify those customers that are at risk of churn, and take action to keep them – for example, re-engage them with highly relevant, personalized emails, or communicate information quickly to their on-the-ground branch teams. Eurocell is truly becoming a data-driven organization, making AI-enabled inter-connected decisions with customer centricity at their core.
Quantitative Benefit
  • 17% increase in recommender-driven revenue
  • 73% increase in website recommender average order value (AOV)
  • 70% uplift in email open rates

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