What we did
Connecting with customers
Groupe Dynamite is a Montréal-based fashion retailer that operates more than 400 stores in Canada and around the world.
The company prides itself on a strong understanding of its customer. Its two core brands—Garage and Dynamite—appeal to a younger demographic who typically have high expectations around connected ecommerce and service experiences. Mindful of a fast-changing retail landscape, Groupe Dynamite wanted to continue growing in both digital and physical spaces. Its teams were looking to drive brand loyalty and personalization, increase conversation rates, and create a true omnichannel experience for customers.
What COVID has shown us is the importance of being truly omni, the importance of us being able to turn on a dime.
Groupe Dynamite’s plan to unify its data strategy and reshape its website was already underway before the pandemic, but the project took on an added sense of urgency when COVID-19 hit.
Our consultants partnered with Salesforce and Groupe Dynamite to replace its legacy software with Salesforce B2C Commerce Cloud, and to connect Commerce Cloud to Marketing Cloud and Service Cloud. Together, the teams delivered a website to serve two countries, currencies, and languages. The project wrapped in five months, ahead of schedule and under budget, in time for Groupe Dynamite to make the most of the back-to-school shopping season.
Now customers can enjoy a stable website and a seamless experience when they engage with their favorite brand. In just the first month post-launch, Groupe Dynamite was already seeing increases to conversation rates, average order value, and revenue.
And the work continues. The future holds a chatbot implementation and enhancements to Groupe Dynamite’s loyalty program. Groupe Dynamite will also be among the first retailers to implement Salesforce Customer 360 Data Manager—a tool that leverages the data connections between Commerce, Marketing, and Service Clouds to create a truly personalized customer experience across all touchpoints.
As Groupe Dynamite’s Chief Technology and Information Officer Martin Thibodeau says, “Our digital footprint has to be such that the customer sees us and interacts with us when she’s ready, when she wants.”