The move is part of Officeworks’ increased focus on the Multi-channel arena which is designed to build on the retailer’s successful online business and thriving offline business. Site Intelligence will enable the retailer to pull together all of its online and offline customer activity data in order to better understand their customers and provide a more personalised and streamlined service, better communication, as well as providing more personalised and tailored product offers and content.

 

The system won’t just focus on measuring campaign success but will provide a single view of the customer and their likely interests at product level enabling Officeworks to better understand how individual customers wish to engage and communicate with the business, including browsing and researching online and purchasing online or in-store

 

Matt Jefferies, Online Manager for Officeworks, comments: “Site Intelligence will enable us to have a clear and concise view of our site, visitors, products and campaigns; highlighting areas that need attention in order to improve customer experience and identifying potential opportunities.”

 

The main point of difference for Site Intelligence is its ability to provide in-depth detail down to every click of every visit, by each individual visitor online and then marry this up against other individual customer offline data such as in-store sales. This will provide Officeworks with a 360° view of their customers’ and prospects’ browsing and enable them to identify areas that require fine-tuning, or opportunities to better meet customer needs. This can prove invaluable in terms of knowing their customer and being able to tailor an offering or service to them in order to improve customer satisfaction, which of course will hopefully result in increased sales, conversion and retention rates.

Site Intelligence is a leading Multi-channel customer analytics and business intelligence provider with over eight years experience and in-depth knowledge in the retail, finance and travel sectors. Its range of services includes the highly adaptable core application Visitor Behaviour Information System (VBIS^TM) which transforms business data into accurate, adaptable and actionable information. VBIS enables businesses to gain the insight they require quickly and cost-effectively in order to profitably drive their business.

 

Site Intelligence can be contacted at its Sydney office on Tel: +61 2 9959 5544 or by visiting www.site-intelligence.com.au.