Diane von Furstenberg Shopify case study
How SDG helped Diane von Furstenberg unify ecommerce and retail on Shopify, putting a complete customer history and a mobile point of sale in every stylist's hands.
Overview
Diane von Furstenberg built a global fashion house around the iconic wrap dress and a belief in clothing as a source of confidence. Its ecommerce business serves more than 70 countries, while personal stylists deliver high-touch service in shops and at the Manhattan flagship.
SDG helped migrate the commerce experience from Salesforce to Shopify and unify retail on Shopify POS.
The challenge
Customer information was split between online and store systems. Stylists could not easily see a client's complete history, and manual reports stood between the team and the personalized service luxury shoppers expected.
- Bring online and in-store purchases into one customer profile.
- Give stylists useful preferences, sizing, returns, and notes at a glance.
- Replace the fixed checkout barrier with mobile selling on the floor.
- Continue the relationship after a customer leaves the boutique.
The solution
Shopify and Shopify POS created a shared source of customer and order truth. Stylists can move through the store with clients, view complete profiles, and add qualitative notes; Endear makes the same data available for segmented text and email follow-up.
- Unified ecommerce and retail purchase history.
- Mobile point of sale for service anywhere in the boutique.
- Customer notes covering size, color, preference, and product interest.
- CRM segmentation and proactive client outreach through Endear.
The outcome
DVF's technology now supports the relationship instead of interrupting it. Personal stylists can understand a client at a glance, stay beside her throughout the visit, and continue the conversation with relevant outreach after she leaves.
On the record
Shopify documented DVF's unified clienteling experience:
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