D2C Portal Increases FUJIFILM’s Sales [Success Story]

The Japanese technology group FUJIFILM is one of the best-known premium suppliers of photographic equipment in the world. Such a standing goes hand in hand with high expectations – not only in terms of products, but also with regard to customer experience.

For this reason, FUJIFILM decided to create a uniform D2C digital platform for customers throughout Europe by combining Adobe Commerce and Salesforce.

D2C Platform Based on Salesforce and Adobe Commerce

For the important UK market, FUJIFILM already had a high-revenue B2C online shop. The company approached dotSource with the request to create a uniform shop and service platform for 15 European countries.

The aim was to improve the customer experience of the demanding target audience with a comprehensive D2C portal while also strengthening customer loyalty through excellent performance and product presentation.

In a three-part workshop series with FUJIFILM’s international team, dotSource identified the most suitable system mix for the high-tech company’s requirements. For example, the e-commerce software had to be capable of mapping a wide range of services as well as numerous different currencies and languages.

The company ultimately opted for a best-of-breed combination of the e-commerce solution Adobe Commerce together with Salesforce Service Cloud and Salesforce Marketing Cloud. This means that FUJIFILM will benefit from the strengths of two major system providers in the future.

D2C Platform Optimises Customer Experience

As a powerful e-commerce solution for the entire European market, the cloud-based software from Adobe ensures exceptionally good resource utilisation and a high level of reliability for FUJIFILM.

However, because the main focus of the project was on high-quality customer service, Salesforce Service Cloud – in combination with Salesforce Marketing Cloud – enables optimal use of customer data for personalised offers and an extremely high level of service.

This means, for example, that photography enthusiasts can register their purchased products in order to benefit from repair services and an annual »Check & Clean« by FUJIFILM Professional Services.

The single point of contact along the customer journey – for both D2C shopping and services – is the front end of the new Adobe Commerce platform. In the future, demanding photography fans will also be able to book workshops and photography courses from the versatile portfolio of FUJIFILMSchool via this platform.

D2C Platform: Download the FUJIFILM Success Story for Free Now!

The multi-stream project with dotSource provides FUJIFILM with a crucial foundation on the way to a uniform customer service and e-commerce platform for photographic equipment throughout Europe.

The initial results speak for themselves: since the new UK online shop was launched, sales figures have not only met FUJIFILM’s expectations – they have significantly exceeded them.

More details on the international project are presented in our new »Service and E-Commerce Platform: Multi-Stream Project for Global Technology Group« success story. You can also find out how to

• create a seamless customer journey for international target groups
• cover various country shops with a scalable e-commerce solution
• strengthen your company’s customer service and marketing with Salesforce Cloud solutions

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