Product Experience Management Customer Case Studies
Transform customer experience and boost ROI.
Global House of Iconic Brands
A $7 billion global retailer of iconic brands needed a solution to manage product information and data governance across its brands, guarantee consistent product information across all channels, and deliver exceptional product experiences.
The Solution
Digital Wave Technology's PXM solution provides structure around product management and web publishing. While supporting interchangeability between brands, the solution offers a unique workflow for each brand by user role, attributes, hierarchies, and business rules. Each brand resides on the same instance of the single, unified product platform, improving executive leadership visibility and informed decision-making.​
The Results
The customer saw immediate value, allowing its team to update items with missing data, view products that weren’t available on digital channels, surface and solve costly discrepancies, and more. The exceptional results included:
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Revenue Growth: Tripled digital revenue within 12 months facilitated, in part, by Digital Wave PXM.
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Unified Product Platform: Began powering 26 global websites in multiple languages across 3 brands.
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Enhanced Website Performance: Improved speed and SEO, leading to an enhanced customer experience and higher conversion rates.
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Improved Data Quality and Attribution: Enabled better data attribution and quality control, reducing returns and improving customer satisfaction.
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Operational Efficiency: Reduced data entry by 25%. Automating processes led to redeploying team members and capital to other revenue-generating tasks.
World's Largest Travel Luggage Company
The world’s largest travel luggage company needed to maintain consistent brand standards while aggressively expanding its global reach. They required an efficient, flexible, and scalable technology infrastructure to support their growth objectives.
The Solution
Digital Wave Technology’s PXM solution enabled global brand governance and operating efficiencies with localized product content optimized for each geographic region. It includes multiple languages and currencies and features streamlined workflows to enhance collaboration across international teams.
The Results
The customer improved brand governance, increased operational efficiencies, and enhanced customer experiences globally through Digital Wave Technology's leadership in their digital transformation.
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Expanded Global Footprint: Established a simplified process for the retailer to scale its global presence to 47 marketplaces successfully and quickly expand revenue opportunities into additional sales channels.
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Improved Product Information Quality: Enhanced product information management quality across 12+ regions, 15+ languages, and multiple channels, ensuring accurate and consistent product data and improving the product experience.
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Enhanced Content Creation Efficiency: Optimized content creation processes, improving efficiency and consistency through automation, reducing time-to-market across regions.
Leading Fashion & Sporting Goods Retailer
A leading fashion and sporting goods retailer was eager to efficiently scale its assortment and streamline product information management processes while complying with manufacturer restrictions.
The Solution
Digital Wave Technology implemented PXM, which includes Master Data Management and Digital Asset Management, to establish a single source of truth, enabling efficient collaboration internally and with suppliers.
The Results
The customer achieved rapid product onboarding, expanded assortment, centralized data management, and improved operational efficiency, paving the way for growth and enhanced customer experiences.
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Expanded Assortment: Increased the number of drop ship SKUs by 50%, capitalizing on new market opportunities.
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Improved Efficiency: Automated and centralized data management processes allowed the retailer to reallocate 25% of its enrichment and Web Operations staff to other revenue-generating tasks, increasing productivity and cost savings.
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Enhanced Inventory Visibility: Reduced the number of items with inventory but not available online by 80%, improving customer experience, increasing overall sales, and inventory turnover.
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Improved Conversions: Streamlined information management processes, accurate availability status, and enriched product content contributed to a 25% increase in conversions and a 25% reduction in cart abandonment.
North America’s Largest Distributor of Luxury Goods
North America’s largest distributor of luxury goods faced challenges in managing product information, maintaining a single source of truth, and ensuring agility in their complex digital strategy.
The Solution
Digital Wave's PXM provided a single source of truth for all product data, streamlined workflows for product onboarding and enrichment, and flexibility to tailor the solution to the luxury distributor’s unique business model.
The Results
PXM effectively addressed the distributor’s challenges, delivering significant improvements and the achievement of their strategic goals:
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Increased Speed to Market up to 3x: Product launch times were accelerated by up to 3x, ensuring swift market entry and a stronger competitive edge.
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Unified Data Management: Established a centralized platform for all product data, improving data accuracy and consistency across the organization.
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Accelerated Company Growth: Decreased the time needed to prepare product copy and attributes from days to hours, further propelling product portfolio and revenue growth.
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Optimized Operational Efficiency: Implementing Digital Wave's automated reporting for "Not on Digital" items reduced manual analysis and communication from three days to minutes, enabling associates to focus on higher value-added projects.
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Expanded Assortment: Drop ship SKUs for retail partners were expanded by accelerating the process 20-50%, depending on the line of business.
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Tailored Flexibility: Provided a flexible solution that adapted to the distributor’s business processes without the high costs typically associated with custom solutions.
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Elevated Customer Experiences: Enriched product data enhanced both the customer experience on the company's website and the product content delivered to its retailers, resulting in improved satisfaction and loyalty.
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Furniture and Decor Importer and Wholesale Distributor
One of the largest importers and wholesale distributors of fine handcrafted furniture on the West Coast, known for its meticulously curated collections and on-trend designs, faced a challenge in centralizing its product information and digital assets. They needed a flexible solution with configurable workflows to align with their unique business processes, enabling them to create, organize, and optimize data. The goal was to ensure brand consistency for retailers and designers, provide a single version of the truth across all channels, and improve efficiency through workflow automation.
The Solution
Digital Wave Technology implemented Product Experience Management (PXM) which includes product information management (PIM), Master Data Management (MDM), and Digital Asset Management (DAM). PXM provided a centralized source for managing its product catalog, enabling internal and supplier collaboration, and establishing a single source of truth. PXM facilitated efficient and accurate handling of product information across online platforms, the POS system used by sales representatives, and all third-party integrations with vendors, customers, and online marketplaces. This also allowed them to manage their product catalog in one place, ensuring efficiency and accuracy.
The Results
The customer achieved streamlined product onboarding, expanded assortments, centralized data management, and improved operational efficiency through automation. This supported their business model, paving the way for growth and enhancing customer experiences across all channels. They were particularly impressed with the PXM's robust workflow capabilities and flexible configuration, which made it easy to align with their specific business processes.
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Improved Data Quality: The use of data validation rules and automated data entry processes significantly enhanced the accuracy, timeliness, and completeness of product information.
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Consistent Brand Experience: Digital Asset Management ensured a consistent brand presence across various channels by simplifying the distribution of digital assets. This consistency was vital for maintaining strong relationships with retailers and designers. This consistency reinforced the brand's image and reliability, crucial for maintaining strong relationships with retailers and designers.
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Increased Productivity: The PXM's built-in automation streamlined manual processes, reducing the time and effort required to manage product information. This allowed the company to focus on more strategic initiatives than routine product management, boosting overall productivity.
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Enhanced Customer Trust: The clarity, accuracy, and reliability of product details increased customer confidence, leading to stronger customer loyalty and repeat business.