About the Customer
1-800-Flowers.com, is a floral and gourmet foods gift retailer and distribution company in the United States. It was one of the first retailers to use a 24 x 7 toll-free telephone number and the Internet for direct sales to consumers
Scope and Challenges
1-800-FLOWERS.COM has chosen IBM's Commerce on Cloud solution to provide the retailer's global customers with a seamless experience that makes it easy to transact across all 1-800-FLOWERS.COM's brands, from Harry & David, to Wolferman’s to Fannie May to 1800-FLOWERS.COM, and deliver customers a unified omnichannel experience across the web, mobile or call center channel.
1-800-FLOWERS.COM continues to digitally transform itself to create delightful moments for its customers. Now, the leading gourmet food and floral gift provider realize significant benefits in speed and agility offered by IBM Cloud, which allows it to handle large volumes of orders without having to worry about the limitations of server space. 1-800-FLOWERS.COM's future plans include infusing IBM’s cognitive capabilities into the platform to enhance its ability to provide highly personalized customer experiences.
Outcome and Implications
Using IBM Commerce on Cloud order management capabilities, 1-800-FLOWERS.COM can now address the omnichannel e-commerce needs of their customers by being able to better manage the order process across all their brands.
The biggest challenge 1-800-FLOWERS.COM was solving the complexity introduced by having separate fulfillment processes for every brand and providing customers ordering from more than one brand the visibility into the status of their multi-brand orders online.
With more customers placing orders across multi-brands, it became critical for 1-800-FLOWERS.COM to adopt a fulfillment capability that could deliver the seamless experience expected by today’s customers.
By implementing their order and fulfillment solution on the IBM Cloud, 1-800-FLOWERS.COM enhance its customer experience, significantly reduce the amount of time and costs associated with managing large infrastructures and more efficiently manage seasonal spikes that are prevalent in their business.
"Our customers are coming to us, across all of our brands, to help them address their many gifting and celebratory needs. It’s our job to deliver a convenient and enjoyable customer experience every time we interact with them. We do this through a combination of truly original products and an expanding range of services – and IBM’s Commerce on Cloud solution is helping us deliver on that promise,” said Chris McCann, President, 1-800-FLOWERS.COM, Inc.
"IBM Commerce is helping industry leaders like 1-800-FLOWERS.COM deliver the best personalized online experience for their customers that results in increased brand loyalty and revenue for our clients,” said Steve Mello, VP, Strategy & Offering Management, IBM Commerce. “With the IBM Commerce on Cloud order management capabilities, 1-800-FLOWERS.COM will make it easy for their customers to transact across all of their brands, delivering an exceptional customer experience with every touch point.
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