A Passion for Customer Satisfaction

Overview

The North Face offers an extensive line of performance apparel, equipment and footwear.   Business need: The company wanted to launch a new business-to-consumer Web site that would allow it to sell merchandise directly to the public and deliver an integrated brand experience to match the “Never Stop Exploring” spirit. Solution: Leveraging IBM WebSphere® software, The North Face worked with IBM Business Partner Zobrist Consulting Group to implement a Web site architecture based on IBM WebSphere Commerce Enterprise, IBM Lotus® Web Content Management and IBM OmniFind® Discovery Edition software. Benefits: Supports Web traffic exceeding one million page views per day, helping the company meet or exceed its sales expectations • Allows marketing, merchandising and sales staff to control and manage Web site content without help from IT • Helps increase average order size with smart up-sells and cross-sells • Eases the process of rolling out international Web sites in multiple languages, currencies and idioms

Case Study

The North Face offers an extensive line of performance apparel, equipment and footwear. Pushing the boundaries of innovation, the company is the first choice of many of the world’s most accomplished climbers, moun taineers, extreme skiers, snowboarders, endurance runners and explorers. Challenge The North Face wanted to launch a new business-to-consumer Web site that would allow it to sell merchandise directly to the public and deliver an integrated brand experience to match the “Never Stop Exploring” spirit. The company wanted the Web site design to feature imagery, content and media to showcase many of the 50-plus athletes sponsored by The North Face. Solution Leveraging IBM WebSphere® software, The North Face worked with IBM Business Partner Zobrist Consulting Group to implement a Web site architecture based on IBM WebSphere Commerce Enterprise, IBM Lotus® Web Content Management and IBM OmniFind® Discovery Edition software. The new architecture enables brand content to be woven throughout the Web site and showcases sophisticated imagery that inspires action and features athletes in their trials and triumphs. The site also leverages Web 2.0 technology, including ratings and reviews, video and RSS feeds. Striving to provide the best customer experience, The North Face uses IBM WebSphere Commerce Sales Center software to manage customer care and looks to deliver a multichannel integration with a pickup-in-store option. Benefits • Supports Web traffic exceeding one million page views per day, helping the company meet or exceed its sales expectations • Allows marketing, merchandising and sales staff to control and manage Web site content without help from IT • Helps increase average order size with smart up-sells and cross-sells • Eases the process of rolling out international Web sites in multiple languages, currencies and idioms

Product and Services Used
IBM products and services that were used in this case study. Software: WebSphere Commerce Enterprise, Lotus Web Content Management, OmniFind Discovery Edition