PANDORA UK Deploys Digital Receipts for Single Customer View

PANDORA, one of the world’s largest jewelry brands, has appointed Ecrebo to deliver digital receipts across its 220-strong UK store estate. The solution enables PANDORA UK to capture customer data at the point of sale, and offer its in-store customers an electronic version of their receipt as the retailer looks to increase its digital capabilities in-store.

The provision of digital receipts enables customers to receive an electronic record of their purchase and product guarantee, which is especially important for PANDORA UK, given that over 60% of purchases are made as gifts.

Receipts are emailed to customers following their transaction and include an option to opt-in to receive regular newsletters, as well as a request for customer feedback, allowing shoppers to comment on their in-store experience. This data is fed back to store managers and head office to help PANDORA UK to understand how their stores are performing and identify any areas for improvement.

The move to digital receipts gives PANDORA UK greater visibility of their customers’ in-store purchases, which make up 80% of sales. The digital receipts solution allows PANDORA UK to connect their online and in-store customers for the first time, creating a single customer view. This insight is particularly useful for the retailer’s marketing team in terms of understanding their customers’ purchase behavior and using that insight to ensure marketing messages are targeted more effectively.

PANDORA UK selected Ecrebo because it is a well-established business with an experienced team and 24/7 support coverage, which was particularly important during the installation period. The digital receipts platform was deployed remotely by the Ecrebo team and required minimal involvement from the retailer’s IT department.

“We know that 60% of purchases are gifts, so giving our customers the opportunity to receive a digital receipt is not only convenient, but important for added peace of mind when it comes to returns and warranties,” said Jo Glynn-Smith, VP of marketing, PANDORA UK. “We also use the digital receipt as an opportunity to request feedback from our customers on their in-store experience, enabling us to continually improve our offering. Our experience of working with Ecrebo has been great. The team is very professional, understands our business needs and is responsive and flexible.”