#DigitalCommerce #Salesforce Commerce #SFCC

Crafting exceptional eCommerce experiences for Rituals with Salesforce Commerce Cloud

"Rituals delivers consistent and superior shopping experiences to its customers in Malaysia, Singapore and Thailand with an intuitive eCommerce platform built on Salesforce Commerce Cloud by Ranosys.”

Valiram was established in 1935 in Kuala Lumpur, Malaysia, originally specializing in the textile trade. Today, Valiram is Southeast Asia’s leading luxury goods and 360° retail specialist with presence in Malaysia, Singapore, Indonesia, Australia, the Philippines, Thailand, Russia, Macau and Vietnam.

Operating more than 350 stores, a number which continues to grow, the group represents in excess of 200 brands across various categories, from fashion and accessories, timepieces and jewelry, perfume and cosmetics to confectionery and dining concepts. Its portfolio comprises internationally renowned brands such as Rituals, Bath & Body Works, Kate Spade New York, Michael Kors, Tumi and Victoria’s Secret, as well as original and innovative retail concepts Luxury Fashion, Swiss Watch Gallery, Flying Emporium, Vie Beaute and Flow. Creating world-class retail environments that offers compelling and luxurious shopping experiences is the hallmark of the group, and it will continue to bring the most desirable international brands and cutting-edge concepts to the region. The group is headquartered in Kuala Lumpur, Malaysia.

Website : https://www.rituals.com.my/
https://www.rituals.com.sg/

Platform : Salesforce Commerce Cloud, Einstein

Industry : Personal Care & eCommerce

THE CHALLENGE

Valiram Group, the leading retail specialist in Southeast Asia, holds the distribution rights to Rituals, a pioneer among luxury brands that artfully combine home and body products with an impressive global presence with 1000 stores scattered across 36 countries. With Rituals, Valiram acknowledged the immense potential of the APAC market, where demand for such products is substantial.

Strategic eCommerce expansion for Rituals in the APAC

Even before launching the brick-and-mortar store for Rituals, Valiram wanted to launch an eCommerce business for this brand for countries like Malaysia, Singapore and Thailand. Rituals is not just like other eCommerce sites but a very dynamic, content rich with high design expectations from the brand. Ranosys has been challenged to refer to the brand design, which was developed using Adobe Experience Manager as its content management system and built in the Salesforce Commerce Cloud.

Custom features for enhanced CX and cross-selling

Valiram aimed to implement several custom features in order to enhance engagement and create additional cross-selling opportunities, such as parallel multi-carts, B2B & B2C capabilities, and a product customization feature for end customers, among others.

THE GOAL

The central goal of this initiative was to create a captivating, intuitive, and user-friendly eCommerce store tailored for Rituals in Malaysia, Singapore, and Thailand. Their aim was to immerse customers in effortless and enjoyable shopping experiences, considering their distinct preferences, while simultaneously boosting online sales. Given that this venture marked Rituals' inaugural entry into the APAC market, the overarching objective for Valiram was to attain substantial growth in both customer base and online sales.

The Results

Winning the Salesforce Innovation & Impact Partner of the Year Award 2023

For the successful implementation for Rituals leveraging Salesforce B2C Commerce Cloud, Ranosys was awarded with the ASEAN Innovation and Impact Salesforce Partner of the Year Award.
Coordinated launch across the digital and physical markets

In a strategic move, Valiram successfully launched Rituals' inaugural online store in Malaysia, Singapore, and Thailand, in sync with the launch of its physical stores. This harmonized debut not only heightened brand visibility but also fostered a seamless omnichannel experience, amplifying customer engagement and paving the way for a robust market entry strategy.
Driving growth and success with a new transformative solution

Since the launch, Rituals has witnessed remarkable success, evident in the key performance metrics. The month-on-month (MoM) performance indicators further emphasize the platform's sustained growth, with a notable 27% increase in revenue and a remarkable 50% boost in the conversion rate. Moreover, the average purchase revenue per user stands at an impressive 10%, highlighting the platform's success in driving valuable transactions.

Highlights

Crafting an intuitive, visually-stunning, and responsive eCommerce platform that caters to a diverse set of product lines, including B2B corporate gifting, physical and e-gift cards, and a wide array of B2C offerings.

Careful attention was given to every aspect of the design, ensuring that it aligns perfectly with Rituals' brand identity while maintaining a consistent and delightful user experience across devices.

Integration of multiple payment gateways including eGHL, and PACE to allow for seamless checkout experiences.

Salesforce open commerce APIs integration for warehouse and order management

Qwikcilver integration facilitates seamless e-gift card transactions.

Integration with Freshchat (from Freshworks) to offer seamless and real-time customer support, fostering personalized interactions and enhancing customer satisfaction.