The challenge

Godiva carries a name synonymous with luxury and is expert in providing a first-class customer experience in its European retail boutiques. The challenge was to extend this image and level of customer care to a single European online store that would service deliveries across Europe from customers around the globe.

Specifically, we needed to :

  1. Create an online shopping experience as luxurious as the Godiva brand.
  2. Build an online store for delivery to 35 countries in Europe capable of processing international orders from anywhere in the world.
  3. Warehouse Godiva's premium chocolates and ensure that they reach the consumer in perfect condition whether that person lives in Geneva, Rome or Helsinki.
  4. Manage sales fulfilment from individual consumers to large B-2-B orders and custom requests, operating in concert with Godiva's sales staff.

The solution

Godiva selected us as its European e-commerce partner because of our unique one-stop-shop solution. Our full service e-commerce solution encompasses all components of a successful international e-commerce presence :

  1. Customizable website development with ongoing technical support.
  2. Creation of website content including high resolution images, copy writing and SEO optimization.
  3. A to Z management of orders from single boxes of chocolates to six-digit corporate sales.
  4. Complete handling of shipping and delivery to over 35 countries, including international shipping logistics such as customs clearance and local tax management.
  5. Warehousing in our food-grade facility conveniently located in the heart of Europe.
  6. Full-service online marketing including marketing automation, newsletters and SEA.

The results

  1. The online store has facilitated strong sales from European and international customers. Non-European clients have found it an easy way to send gifts to family, friends and business associates in Europe and account for more than one-third of all sales.
  2. Godiva's and our sales staff work as a seamless team to service corporate clients placing large business orders.
  3. Customers routinely send positive reviews of the shopping process and customer-first approach practiced by our staff.
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