Case Study: Hershey's streamlines online corporate gifting with Merkle

Hershey's boosts business gifting 84% with Merkle

Hershey's, a major chocolatier, faced the challenge of a tedious, phone-based corporate gifting process. Many customers were unaware of its specialty gifting products, and the brand sought to differentiate itself and build a long-term online strategy. Hershey's partnered with its commerce vendor, Merkle, to upgrade its online shop and add self-service gifting capabilities.

Merkle developed and implemented a seamless online ordering experience on the Salesforce Commerce Cloud platform. The solution featured tools for bulk importing addresses, sending to multiple recipients in a single order, and adding custom gift messages. This drastically reduced order fulfillment time and customer service interactions. The results included an 84% year-over-year increase in business gifting sales, with 35% of those sales coming from new self-service orders on the website.

Hershey's