Case Study: Shop Direct achieves record sales and personalized customer experiences with SAS analytics

Shop Direct uses SAS to personalize the shopping experience

Shop Direct, a former catalogue business turned leading UK digital retailer with roughly 4 million customers and nearly US$2.5 billion in annual sales, needed to deliver a consistently personalized, omnichannel shopping experience at scale. The company faced the challenge of using vast, granular customer data to show the right products and promotions to the right person at the right time and on the right device, while also reducing churn, improving Net Promoter Score and managing analytical models across the organization.

To solve this, Shop Direct deployed SAS Enterprise Miner, SAS Visual Analytics and SAS Contextual Analysis to build predictive models, visualize customer behavior and analyze verbatim feedback. Those analytics power personalized search results, timing and channel decisions, churn-detection and credit-risk analysis, helping the retailer improve engagement and customer recovery efforts; the work supports award-winning experiences and underpins the company’s continued growth and digital success.

Shop Direct

Neil Chandler

CEO of Financial Services