AZN retailer chooses Coveo for SAP-flavored, AI-enhanced customer experience

Leading enterprise AI platform and SAP-endorsed app partner Coveo has announced a collaboration with Freedom Furniture, a homeware retailer across Australia and New Zealand, with Coveo’s AI Platform poised to improve product discovery during the retailer’s omni-channel shopping experience.

Freedom’s nearly fivefold increase in product offerings, expanding over the past 18 months, along with shifting online shopper expectations and ambitious future plans, saw the company re-evaluating its e-commerce technology.

A key partner behind this transformation has been SAP software, with Freedom re-platforming its digital channel using SAP Commerce Cloud back in 2020, taking the share of online sales from a mere 6 percent to 25 percent. 

In this latest development, Freedom can now be seen joining forces with Coveo and its AI Platform to support online growth in a bid to boost product discovery and streamline operations for merchandisers.

Emphasizing the trust in harnessing advanced digital technologies, including AI, for customer experience, Paula Mitchell, digital general manager at Freedom, said:

“Coveo provides the robust AI functionality we need to power intuitive, hyper-personalized shopping journeys while scaling with our growth. We see Coveo as an innovation partner whose AI roadmap will continue to push the boundaries of what we can deliver for our customers.”

“Furthermore, with SAP Commerce Cloud powering Freedom’s e-commerce infrastructure, it made sense for us to choose Coveo, an SAP-endorsed app partner, to enhance product discovery, search and more,” Mitchell added. 

Coveo’s director of  ANZ region, Alexander Mahr, also added that Freedom can expect to gain an enhanced ability to “guide customers effortlessly through their product discovery journey”, whatever they might be searching for, “resulting in better buying decisions, increased purchase satisfaction and repeat visits.”

Coveo AI Platform promises the ability to deliver a seamless shopping experience and enhance engagement with its key features:

• Advanced Search: Real-time predictive suggestions and intent-driven search results surpassing basic popularity rankings.
• Optimized Listing Pages: AI-driven insights tailor product displays to align with business goals.
• Personalized Recommendations: Dynamic product suggestions adapt in-session to shoppers’ behavior using deep learning.
• Merchandising and Insights: A robust hub combines intuitive AI and manual tools to create the perfect product discovery experience.

The partners revealed that over a 30 day-trial period, this method has so far increased customer sessions by 15 percent and boosted Average Order Value (AOV) by 5.5 percent for users interacting with the AI-powered search.

What it means for SAPinsiders

The leading homeware retailer Freedom Furniture, has taken a significant leap forward in its digital transformation journey by partnering with Coveo to enhance its omni-channel shopping experience. Supported by SAP Commerce Cloud, Freedom is leveraging Coveo’s AI Platform to meet growing customer expectations and optimize product discovery.

Key Highlights:

• Rapid Growth in Product Offerings: Freedom’s product range has grown fivefold in 18 months, driving the need for advanced e-commerce solutions.
• Digital Transformation Success: Transitioning to SAP Commerce Cloud in 2020 increased online sales from 6 percent to 25 percent.
• AI-Powered Enhancements: Coveo’s platform integrates with SAP to provide:
  • Advanced Search: Predictive and intent-based search capabilities.
  • Optimized Listings: AI-driven product displays tailored to business goals.
  • Personalized Recommendations: Dynamic suggestions that adapt to customer behavior.
  • Merchandising Insights: A blend of AI and manual tools for optimal product discovery.

Freedom’s latest collaborations reflect its commitment to leveraging AI to deliver personalized and seamless customer experiences while positioning itself for continued growth.