Case Study: ECCO achieves seamless web-to-store shopping and recaptured lost sales with Salesforce Endless Aisle

ECCO takes steps to ensure a seamless experience — from the web to the store

ECCO, the €1.3 billion footwear and accessories company with 3,300 shops worldwide, needed to bridge its ecommerce growth with a large physical-store network. Stores were losing sales when the right size or color wasn’t available, and ECCO wanted to empower associates to deliver a seamless, consumer-first experience without pitting online and in-store channels against each other.

In 2015 ECCO USA piloted Salesforce’s Endless Aisle on iPads, training associates to place online orders and assist shoppers anywhere in the store; after a successful Burlington trial the program expanded to six stores and then all 26 U.S. full-priced locations. The initiative cut lost sales, enabled free ship-to-customer fulfillment, generated post-sale survey data that improved merchandising and forecasting, and produced tablet-driven sales expected to equal one physical store by year’s end.

ECCO

Dana Schwartz

Director of Marketing and Ecommerce