Case Study: Leading Luxury Goods Retailer achieves accurate global customer data and seamless omni-channel recognition with Pitney Bowes

Luxury brands focus on quality of customer data, as globetrotting buyers expect to be known wherever they go

Leading Luxury Goods Retailer, a world leader in luxury goods that distributes more than 120 brands globally, faced the challenge of aligning and improving customer information across more than 15 brands, multiple channels and systems so customers would be recognized consistently in-store and online. To achieve a single customer view and better data quality as part of a wider CRM, POS and clienteling program, the company selected Pitney Bowes and its Spectrum Customer Information Management capabilities.

Pitney Bowes implemented a modular Spectrum solution—including Data Quality Connectors, Spectrum Advanced Global Address Management and other Spectrum modules—to validate and cleanse data in real time and via batch processes, align Salesforce CRM and ERP records, and verify addresses and contact data across many countries. The implementation enabled a unified customer view across brands and channels, supported the omni-channel strategy, and produced measurable improvements such as the creation and rollout of roughly 20 new customer qualification fields shared across brands; Pitney Bowes’ professional services and workshops were cited as key to the project’s success.