who is our client
Douglas GmbH is a German multinational chain specializing in perfumery and cosmetics, headquartered in Düsseldorf, Germany. The inaugural store named "Parfümerie Douglas" was established in Hamburg in 1910. The company is also the most important and largest cosmetics and perfume retail chain in Europe and has a significant online presence across multiple platforms.

The client

Industry
Beauty and personal care
Platform
Custom
Key challenges
As a global brand with a complex product inventory and an extensive physical and online presence, Douglas faced several challenges:
Limited search flexibility. The existing search functionality had to be more flexible to serveto the specific needs of both customers and internal teams.
Internal product identification. There was a need for a featurethat allowed internal employees and physical shop personnel to search by internal product IDs, which were not visible to e-shop visitors.
Attribute customization. Douglas also required to add and manage product attributes, such as color, for more accurate search results and an enhanced customer experience.
Mark boosted results and compliance. To comply with European e-commerce laws, Douglas needed an easy way to mark boosted products in search results.
Certain brands always displayed separately from others. Particular brands must be displayed separately from other brands in search results.
Blog results display. An important requirement to help customers stay informed and reinforce the brand’s personality.

Solutions

LupaSearch offered a comprehensive suite of solutions to address Douglas' challenges, focusing on flexibility, customization, and compliance.

Enhanced merchandising with custom brand visibility

LupaSearch has greatly improved Douglas' search capabilities and merchandising efforts by providing custom brand visibility. This ensures that particular brands are consistently showcased separately in search results, enhancing the overall shopping experience for customers looking for specific brands. The tailored visibility not only increases customer satisfaction and brand loyalty but also optimizes Douglas' merchandising strategy.

Compliance with the Omnibus Directive

Douglas needed a solution to mark boosted products in search results, complying with the EU's Omnibus Directive for e-commerce. The Omnibus Directive mandates transparency in boosted search results. LupaSearch has implemented a user-friendly system for labeling and showcasing boosted products, ensuring transparency and building trust.

Attribute customization

Douglas needed to add specific attributes, such as product color, to their search functionality. LupaSearch enabled this feature, allowing customers to search for products based on color, As a result, the search experience was significantly improved as customers could find exactly what they were looking for.

Internal Product ID Search

Another requirement for Douglas was the ability for internal staff to search by internal product IDs that were not visible to eshop visitors. LupaSearch's system accommodated this need by enabling searches based on these internal IDs, and streamlining processes for internal employees and personnel in physical stores. This feature helps improve efficiency and accuracy in inventory management and customer support.

Flexibility and custom rules

LupaSearch has greatly enhanced the accuracy and relevance of search results with its advanced search intelligence capabilities. By analyzing customer behavior and search patterns, LupaSearch continuously improves its search algorithms, resulting in increased customer satisfaction. This improvement allows customers to find products faster and more efficiently, reducing frustration and enhancing their overall shopping experience.

Aside from finding the most relevant products for them, the blog display was also helpful as it keeps the shoppers engaged, informed and it reinforces the brand identity.

What our client says

Profile

Customer support is perfect. LupaSearch team reacts fast, supports every business decision and tries to improve the platform to be able to fulfill clients needs. Flexible, attentive and open-minded support team - was one of the reasons why we chose this partnership.

Simple, easy to use dashboard lets you be more involved, analyze results and do desired changes here and now. All processes are oriented to the main goal - perfect user experience and ability to match search queries with expected results.

Gediminas Norkus
Vikte Pliavgo
Project & Process Manager Douglas Baltics

Conclusion

LupaSearch's search solution has proven invaluable for Douglas, meeting their specific requirements. By effectively addressing challenges such as search flexibility, attribute customization, internal product ID search, and compliance with the Omnibus Directive, LupaSearch has significantly improved both Douglas' internal operations and customer satisfaction.

Douglas continues to benefit from LupaSearch's robust capabilities, reinforcing its position as one of Europe's leading cosmetics and perfume retail chains. As Douglas evolves, LupaSearch will remain a critical partner in their journey towards providing an exceptional customer experience.

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