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How Fortnum and Mason got 20 percent more customers to check out with open-source site

Margi Murphy | May 4, 2015
Fortnum and Mason have bucked the trend of enterprise vendor e-commerce platforms and opted for a lesser known, open source platform called Spree Commerce.

Integrated with Fortnum and Mason's Dynamics AX ERP, the platform has solved one major retail headache of putting orders in a single view for the customer online.

"If you have an order number that was made from in store at a service point or over the phone you can check it on the website too."

ROI
Aside from positive customer conversion rates, Zareem-Slade said Fortnum and Mason had seen a 20 percent drop in calls to its customer service line and more mobile users making purchases.

The innovative choice of platform and technology partner is a reversal from the retail norm, but Zareem-Slade is convinced this was the best long-term option for the firm.

"I've seen some pretty horrifying numbers in retail and we made a conscious decision to do things a bit differently and our spend is reflective of that."

 

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