Every year, Sitecore, the global leader in customer experience management, honors Sitecore customers and their partners who thoroughly demonstrate how their Sitecore solution is delivering an outstanding experience for customers and their own organization. This year, The Reference has been recognized as a winner within the global Sitecore community.
Sitecore credited Carglass® and its digital partner with their integrated use of the Sitecore experience platform to deliver an exceptional personalized customer experience. The successful project resulted in the enhancement of Carglass®’ customer journey and online conversions through Sitecore 9 personalization.
“Sitecore and The Reference make a very powerful combination. The rich feature set of the digital experience platform, together with our business driven approach, results in added value and a better performance for our customers. Personalization has proven to be a highly effective tactic to improve the overall conversion of a website or application. Though it requires some hard work, Carglass® understood like no other that personalized customer journeys are a perfect match with their vision on customer delight. The Reference assisted Carglass® in defining their strategy for a multichannel world and as a Sitecore Platinum Partner we were in pole position to translate it into tangible results.” – Anja Cappelle, CEO at The Reference
Project background
The Carglass® Belux website is key in the digital transformation at Carglass®, with online bookings growing in number year over year and providing a more cost-effective, yet user-friendly, alternative compared to call center bookings. In addition, the online channel is heavily promoted in all campaign communications. This also includes data drive online advertising partially based on interactions of visitors with the website.
As part of their omni-channel strategy, the Carglass® website is deeply integrated with the back-end ERP system that drives operations. The data driven website helps to ensure a consistent and smooth user experience throughout all stages of the customer journey (before, during & after the appointment) both online and offline in the field. A custom templating engine created on Sitecore and integrated with ERP helps to generate relevant communications/emails at every stage of the journey.
