Omnichannel consumer experience boosts growth

In a fast-moving consumer goods market where expectations are constantly evolving, how do you stay competitive? Successful CPG companies need to have a direct relation with their consumers and deliver a seamless experience across channels—and even anticipate consumer needs to deliver the right offer via the right channel at the right time. Fratelli Carli embarked on an omnichannel transformation to build and sustain relevance with their customers and scale it globally.

Omnichannel on the menu

Fratelli Carli is a 100-year-old company that sells its olive oil and food products direct to consumers. The company pioneered e-commerce sales in the early 1990s and is now poised to build a true omnichannel experience, helping them increase sales. It will also help develop more innovative ways to interact with their customers using targeted promotions across digital and social channels. Fratelli Carli teamed up with Accenture to take their business to the next level.

Fratelli Carli can now offer consumers a consistent experience regardless of interaction channel. Consumer data collected from all the touchpoints helps generate consumer insights and product recommendations. Most importantly, consumers now have more personalized content with consistent promotions and discounts through all sales channels. Customer care and contact center agents have also a full view of a customer’s past interactions, communications, promotions, and sales and deliveries, to offer the best customer service.