L’Occitane en Provence, the French beauty product and fragrance brand founded in 1976, manufactures and sells natural and organic cosmetics and well-being products all around the world. Through its major international CRM systems upgrade project, L’Occitane intends to offer its millions of customers around the globe a more seamless and customer-friendly cross-channel experience. Aims included:

• To increase online sales by converting more site visitors into actual customers and by reducing its shopping cart abandonment rate
• To bring a more human dimension to online customer relations, offering visitors a similar quality of experience and advice to that offered in-store by anticipating their needs and offering personal assistance
• To increase customer satisfaction and the prestige of the L'Occitane brand image by offering cutting-edge technology in the cosmetics industry