Case Study
Aramark Elevates Digital Experiences With Adobe Commerce
Aramark wanted to reimagine its digital interactions by modernizing the ordering experience and making the process readily available for customers across devices and locations. With the help of Blue Acorn iCi, the organization aimed to improve its average order value and solve inconsistencies in inventory.
The Challenge
Aramark’s commerce experience under its Refreshments business unit, serving workplaces and office spaces, wasn't a seamless user experience. While the website was performing well, it was housed on an enterprise resource planning system (ERP) and if the organization remained on the existing platform, upgrading the system would require considerable effort to meet the team’s desired marketing capabilities.
With the team focused on improving ticket order fill rate metrics, or how much of an order was delivered to a customer, Aramark also needed to find a solution to create better experiences for shoppers when a specific product ran out of stock.
The Solution
Blue Acorn iCi advised Aramark on its path forward, concluding that migrating to Adobe Commerce would be the next step in setting the foundation for the organization’s growth.
Optimizing Shopping Experiences
To improve average order value, the project’s first phase included a product recommendations feature as part of Adobe Live Search, powered by Adobe Sensei. This customer shopping feature shows users personalized recommendations for additional items based on past purchases and other trending products.
Powered by AI
To improve ticket order fill rates, Blue Acorn iCi focused on building AI-powered product recommendations to offer customers substitutions for out of stock items. This fully custom feature utilizes Akeneo, a production information management system (PIM) to push Aramark’s catalog to Adobe Commerce. If a product is out of stock, now the website can display a similar option to a customer, increasing the company’s fill rate metric.
The Results
Building Aramark’s new commerce experience on Adobe Commerce has significantly improved average order value, website traffic, and ecommerce sales.
With a simplified backend experience, Aramark’s marketing team can now bring products to market faster and execute promotional plans and strategies efficiently while improving customer experiences. Sales can seamlessly collaborate with marketing while utilizing the same platform.
Aramark clients now experience ease of use, whether on desktop or mobile. Customers can log into their accounts and pay invoices regardless of how an order was placed.
This new commerce site is just the beginning. Over the next two years, Aramark will continue to redefine its digital experiences. The team plans to expand to new regions, adopt new languages, and integrate the latest AI technology for better customer experiences.
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