Case Study: ECCO achieves more sales and a seamless online-to-store experience with Salesforce Commerce Cloud

How ECCO closes more sales with Commerce Cloud Endless Aisle

ECCO, a €1.3 billion footwear and accessories company with 3,300 shops worldwide, needed to close the gap between digital and physical retail to prevent lost sales when stores were out of stock and to modernize the role of store associates. The challenge was to create a seamless, high-service experience that let associates help customers find the right product and complete purchases whether items were available in-store or only online.

ECCO piloted Salesforce Commerce Cloud Endless Aisle on iPads, trained associates to use the tool, and enabled in-store ordering from online inventory with free shipping. After a successful pilot the program expanded to all 26 full-priced U.S. stores; associate post-sale surveys produced actionable customer data that improved forecasting and merchandising by store. The result was higher conversion in store, streamlined transactions, and tablet-driven sales projected to equal those of an additional physical store.

ECCO

Dana Schwartz

Director of Marketing and Ecommerce