Establishing 360-degree omnichannel customer view at ARK
ARK is the largest bookstore chain in Norway.
They have set the goal to be the favorite bookstore to most people and the most innovative bookstore chain. With 111 stores across the country, online store ARK.NO and the reader app ARK e-book, they are going to be the most accessible way to buy books. They aim to make it easier to search, find and buy books in-store, online and mobile. They aim for the best quality service and the fastest delivery of books right to your home. They do their utmost to give their customers the best prices on books and other exciting products online and in their stores around the country.
ARK have more customer data at their fingertips than ever and this is a great opportunity. Most companies realize this, but how to utilize this still remains a real challenge for many. In 2015 ARK started discussing this opportunity and challenge with Sannsyn.
The project started by integrating ARK`s point of sales system from all 142 stores with the Sannsyn data management and recommendation platform. This sales data is an important data source also for the online experience. With this data Sannsyn established the base foundation in the recommendation platform. Thereafter the project began integrating all digital customer interaction points to the same central recommendation plattform. This includes the ARK.no site, the Ark mobile reader app and their newsletters. ARK is in the process of bringing all user data together to form a meaningful picture of the their customer, segmenting down to an individual level and driving relevant product recommendations to relevant customers at the relevant interaction points, all in real time. They are in the process of establishing a positive coherent, seamless and user engaging experience for their ARK-friends and customers across all interaction points. This is a positive and automated digital dialogue that increase conversion.
Read more about how this increases conversion and revenue here ehandel.com (in Norwegian)
Contact us at post[at]sannsyn.com for more information.