Friesland Campina Hong Kong Connects with Mums and Build Direct Customer Relationship with Ecommerce
Friesland Campina is a Dutch multinational dairy cooperative and one of the world’s largest diary companies with offices in over 33 countries. Its brand Friso, was first introduced in 1960s, and is now a leading global infant nutrition brand. With its long history and deep establishment in the Hong Kong market, the team wants to further engage with its large customer base and expand its reach to end consumers through an online store.
The MONI team designed and developed the ecommerce site for Friso on Magento 2. It allows customers to purchase infant formula products based on the age of the child easily online. With a seamless omnichannel experience to purchase online, and select to pick up at store or deliver to homes. Visitors are also able to collect promotion codes online and use it in physical outlets for purchase discounts.
The site is integrated with Salesforce CRM system to connect with Frisco’s Mum Club. This creates a frictionless buying experience as long term customers can create accounts, and they are able to reorder products easily under a few clicks, and if they need to replenish their products.
Focusing on the shopper experience, an one-click live-chat on Whatsapp is enabled to connect visitors with customer service instantly for any questions they have on the eShop.
Frisco gained a significant increase of member sign ups and direct customer orders since the site launch. The eCommerce also enabled them to collect customer insights of their customer base to further enhance future activations and to increase the customer lifetime value.