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Industry: Furnishings & Decor, International Solution: Dynamic Imaging, eVideo, Visual Configurators  Challenges:
Matelsom, the leading online retailer of mattresses, beds, sofa beds and accessories in France, has built its business around superior customer service for more than a decade. Matelsom delivers quality products to customers’ homes within 48 hours of purchase—a first in the EMEA market normally adhering to one to two week delivery windows. Matelsom prides itself on its trial and return policies and has augmented its web property to deliver a more robust customer experience on the front end so that the end-to-end experience is complete. Best Practices: Matelsom had a number of customer-facing and back-office initiatives it was looking to address to improve its online experience. The company sought to provide more details on product pages, video tours of the mattresses themselves, and greater customization features, specific to uploading customer imagery on quilted bedding, while implementing a solution that would also resolve challenges associated with hosting and publishing high-resolution images and videos, which prompted Matelsom to reach out to Adobe Scene7. The tool of particular interest to Matelsom, and the initiative that took precedence, was the creation of a video-based virtual mattress "try-out" tool that gives mattress shoppers a revealing look at all of their options. A clever guide was created using three different "models" to reflect different body types and weight and how that affects the mattress and supporting coils. The tool is intuitive and shoppers are encouraged to instruct the models to "sit", "lie down" and "roll over" with various tabbed navigation to reveal a better look at the nuances of each bed. Shoppers may even "ask" that two models lie on the bed together so that the added weight can illustrate a realistic situation for most people's homes. Video footage reveals surprising detail and realistically depicts the bed in a natural setting, including a close up view of the material and a hand squeezing the mattress top to convey softness. The Scene7 publishing platform hosts and dynamically serves the videos for Matelsom, which removed the bandwidth and performance challenges the company previously faced. Before partnering with Scene7, Matelsom had to design each product image, color, and size combination manually—in three different sizes—for accurate rendering across various product pages. It was an arduous process in terms of human labor and also impacted site performance by burdening internal servers to host and render multiple sizes and views of product images; thus in those times zoom was not an offered feature. Matelsom now only has to produce one image per product and color combination, using Scene7 to generate multiple image derivatives for various initiatives across the site. Also with Scene7, Matelsom was able to deploy an integrated viewer with zoom and alternate views across all of its sites, giving customers the ability to closely examine product details, view different product angles and images of merchandise in room settings, which has significantly impacted conversions versus products that do not include this experience. Additionally, bandwidth issues surfaced when Matelsom recently rolled out a third website and increased the number of images it needed to host by 3X. By leveraging the scalability of the Scene7 platform, Matelsom was afforded the berth to seamlessly develop and deliver a rich interactive web experience for its additional company site (camif.fr) without being encumbered by the actual hosting, rendering, integration or coding of the expanded media set. The next "to do" on the list is the initiation of image authoring with color swatching, which will further reduce load time and enable shoppers to quickly toggle between color choices without having to click on an entirely different image altogether. With Scene7 in place, everyone from marketing personnel to engineers are able to produce derivatives from original product images, thereby enabling Matelsom to get products to market more quickly and efficiently. The company is also in the position to deploy its personalized quilt cover. "Scene7 offers state-of-the-art imaging technology for our employees and customers and has been instrumental in reducing costs and increasing revenue for the business. What's more, we have the feeling we haven't yet explored all of the benefits of the solution as there is still plenty of space to improve on the way we show our products on our websites—more video, more personalization, and more modularity. The best is yet to come," said Julien Poilleux, Marketing director at Matelsom. Results: Matelsom's overall online revenue has increased by 15% since implementing Adobe Scene7. Products offering an integrated viewing experience with zoom and alternate views have a 30% higher conversion rate versus those without this experience. Additionally, the virtual mattress tour video has a 15% higher conversion rate than the rest of Matelsom's site, and beyond this obvious sales lift, it has also spiked press and blog coverage, critical to creating sustained interest in the site and brand awareness. These stunning metrics are in addition to the 60-70% reduction in time Matelsom's employees spend on image production. |
“Scene7 offers state-of-the-art imaging technology for our employees and customers and has been instrumental in reducing costs and increasing revenue for the business. What’s more, we have the feeling we haven’t yet explored all of the benefits of the solution as there is still plenty of space to improve on the way we show our products on our websites—more video, more personalization, and more modularity. The best is yet to come.” |
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