Case Study: Fenwick doubles email click-through rates and scales multichannel commerce with Salesforce

Fenwick brings its unique shopping experience to a larger audience with Salesforce

Fenwick is a family-owned UK department store group (nine stores, ~1,000 employees) with a long heritage of personalised, local retail experiences. Facing changing shopping behaviours and a late entry to ecommerce, Fenwick needed to extend its reach online, unify disparate store-held customer and marketing data, and efficiently manage inventory and orders without a central warehouse while keeping the in-store, bespoke service customers expect.

Working with Salesforce (Commerce Cloud, Marketing Cloud, Einstein, Service Cloud and Analytics) and partner integrators, Fenwick launched a new transactional website, turned stores into mini distribution centres with robust order management, and used AI-driven product recommendations and personalised marketing. The results: email sends are produced three times faster and click-through rates doubled (open rates +50%) in 12 months, the site handled a 1,500% surge in Christmas transactions, multichannel customers spend four times more, and the business now has a single customer view to drive further personalised experiences.

Fenwick

Kate Smyth

Digital Director