Gloria Jean's Coffees

EXACTPATH CASE STUDY

Customer Engagement Workshop & Journeys

Integrating an eCommerce platform with Marketing Automation to build a single customer view across multiple data sources, merging the in-store and online customer experiences.

Project Overview

SERVICES

Journey Building Automation Development API Integration Ongoing Support Retainer

TECHNOLOGY

Gloria Jean’s Coffees

Gloria Jean’s Coffees is a global coffeehouse chain known for its wide range of coffee and tea beverages.

Founded in Australia in 1996, the company has expanded to over 50 countries worldwide. They offer a variety of flavours and specialty drinks, providing a cozy and inviting atmosphere for customers to enjoy their beverages.

The Challenge

Gloria Jean’s Coffees recorded siloed data between in-store transactions, the digital loyalty platform and online eCommerce customers.

Without merging these data sources, there is no visibility on individual customer journeys and preferences, generating a need to develop a single customer view across all conversion channels.

Omni-channel marketing across online and in-store...

ExactPath built a custom API integration between Gloria Jean’s eCommerce website and Salesforce Marketing Cloud, including deduplication of customer data and integration of customers into a single customer view.

Business Impact

The newly developed single customer view data set enables Gloria Jean’s Coffees to build a larger Customer Engagement strategy, hooking into the additional eCommerce transactions.

This broader customer view enables customer cross-selling between the two conversion channels, increasing purchase frequency and average transaction value.