Bring the advisor experience together with a digital customer profile
In cosmetics a sale begins with advice; advice requires knowing the customer. We bring skin type, habits and purchase history together in one profile and turn it into personal communication.
Beauty & Cosmetics
The advisor in store knows the customer, but that knowledge stays with the person; online, the same customer is anonymous. When the repurchase cycle (reminding someone in time that a product is running out) is missed, the customer goes to a competitor.
How we solve it with the INNTHEBOX Platform
We unified the customer into one profile
First we moved the knowledge in the advisor’s head into the system: in-store purchases, online orders, skin type and preference notes came together on one customer card in CRM. The advisor knows the customer’s history before meeting them, and online is no longer anonymous.
We caught the repurchase moment in time
In cosmetics a product runs out, and if the customer is not reminded they buy from a competitor. With Campaign we built setups from product lifespan and habit data — “your cream is nearly finished”, “complete your routine”; cross-sell offers go out automatically by segment.
We made category performance visible
To finish, the management layer: with Query, sales performance is queried in natural language by category, brand and store. Which campaign carried which category, which store is waiting on stock — the answers are ready before the meeting.
The challenges we meet most often
Working with brands in this sector, the same problems keep coming up. We address them first when we design the solution.
The advisor's knowledge
The in-store advisor knows the customer, but that knowledge stays with the person; when the advisor changes, the relationship starts from zero.
Repurchase
A brand that can't send a timely reminder when a product runs out loses its customer to a competitor on the next purchase.
Anonymous online customer
A customer who is known in store is anonymous online. The two channels send the same person messages without knowing about each other.
Personal recommendations
Mass campaigns sent without knowing skin type and habits damage trust in a category built on advice.