True Religion redefines clienteling and next-gen customer engagement
"Band" app delivers holistic view of the shopper to support personalized in-store experiences
True Religion Apparel has partnered with Aptos and Formula 3 Group to enhance and extend the functionality of its Apple Watch "Band" app to redefine the practice of clienteling and next-generation in-store customer engagement. The app is now fully integrated with Aptos CRM and Clienteling to deliver a holistic view of shopper history and loyalty program data.
When first launched in December 2015, True Religion's Band app was fully integrated with Aptos Mobile Store Point of Sale and Aptos Enterprise Order Management in a pioneering approach that leverages the latest consumer and enterprise technology to unite the online and in-store retail worlds and to "arm" sales associates with a powerful new customer engagement tool supporting an "endless aisle" experience. With the new Aptos CRM and Clienteling integration, the latest release of the Band app now gives store associates the ability to offer more personalized in-store customer engagement via rich customer insights delivered at a glance.
Once True Religion loyalty members opt in to a mobile app that integrates with geo fencing and in-store beacons, every time they enter a store, associates on the sales floor are alerted via Apple Watch haptic response. One tap of the watch opens a wealth of customer information from previous interactions on the web or in-store -- including the customer's buying patterns, sales history, and suggested selling recommendations based on information constantly gathered within Aptos CRM's live, multi-channel customer database and made actionable via Aptos Clienteling.
Rich product imagery offers associates a virtual view of past purchases, and social media integration incorporates profile pictures so store associates can recognize and greet customers by name. Additionally, associates can understand what products are currently trending in a given category, location or across the store fleet, and filter items by price point.
The app provides a new interactive user interface that eliminates the information gap between store associate and the retail enterprise. Critical customer data is no longer confined to the back-office, and can no longer exit with store associates upon their departure. Associates are liberated from the point of sale and free to move throughout the store to cater to customer needs.
"The Apple Watch clienteling application from Formula 3 Group powered by Aptos CRM/Clienteling is retail personalization realized," said John Hazen, senior vice president, Direct to Consumer & Omnichannel, True Religion, Inc. "For store associates to be notified via haptic touch on the watch that a customer has entered the store and then provided with their purchase history in a visual manner is the "Holy Grail" of insight and personalization. With this new integration, we hope to empower sales associates with the customer information and tools they need to better serve customers, while elevating the customer experience and converting more sales."
"In the current age of engage, providing personalized, highly relevant experiences is absolutely critical," said Russ Ronchi, owner of Formula 3 Group, LLC. "Aptos' cloud-based singular commerce platform supports ease of integration to power traditional means of doing business as well as cutting-edge digital initiatives to support new innovation in customer engagement."
"The physical store can be retailers' most valuable asset in the customer journey," said Noel Goggin, CEO and culture leader for Aptos. "With its visionary Apple Watch Band app, True Religion clearly understands this opportunity to unite its digital and physical retail environments to support unified commerce and seamless experiences that inspire customer brand loyalty and associate engagement."
With over 122,000 stores live on its singular commerce platform available in the cloud, more than 500 retail brands across the globe rely on cloud-ready Aptos solutions to generate over $523 billion in annual revenues.