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A KIBO CASE STUDY GAMESTOP

OMNICHANNEL PERSONALIZATION THAT ISN’T PLAYING AROUNDMaintaining Stable Personalization during eCommerce Replatforming

GAMESTOP®

GameStop is a global, multichannel retailer of video games, consumer electronics, and wireless services operating stores across 14 countries and a flagship ecommerce site at www.gamestop.com.

GameStop has been a Certona Personalization success story since 2013. Previous to our partnership, the GameStop team was manually merchandising product recommendations, which proved both time consuming and ineffective. Their initial partnership with Certona led to a 41% increase in online AOV, with 14% of total online revenue coming through personalized recommendations.

But the world of online commerce does not stand still. And when GameStop made the decision to replatform their eCommerce site in 2019, they had a choice to make: stick with Certona or move to their new ecommerce provider’s out-of-the-box personalization solution.

In the end, GameStop chose to continue its winning partnership with Certona because of our superior solution offering, long record of success, and focus on collaboration and support.

CHALLENGES• Needed to avoid disruption of

personalization program during eCommerce replatforming

• Massive amount of online and in-store customer data that needed to remain intact post migration

SOLUTIONS• Partnered with SFCC, FitForCommerce,

and LyonsCG for a seamless platform migration

• Online and In-store personalization

RESULTS• 36% Increase in AOV

• 21% Jump in Conversion Rate

• 56% Higher Revenue per Visit

kibocommerce.com | certona.com© 2019 Kibo Software, Inc.

A KIBO CASE STUDY GAMESTOP

“This is one business case that knocked it out of the park.

Phenomenal results!”

RICHARD ARMOURSenior Director of Multichannel

MIGRATING WITH CERTONA

GameStop migrated their eCommerce site to Salesforce Commerce Cloud (SFCC) in 2019. Although SFCC offers an out-of-the-box personalization solution, the GameStop team chose to stay with Certona due to our long-standing relationship, proven track record of support and performance, and robust Online-to-Offline personalization capabilities. Being platform agnostic, it was easy for GameStop and the Certona crew to migrate and re-implement Personalization on GameStop’s new eCommerce site.

Personalization is at the core of GameStop’s digital strategy, and they needed a partner that could support a wide array of use cases – as well as the ability to connect huge swaths of disparate data sources (online, in store, and omnichannel). Certona was the answer.

ONLINE PERSONALIZATION

Certona quickly tagged and began personalizing the web experience. With best practice guidance from Certona’s team of experts and our easy-to-use experience manager, GameStop was easily able to set up and test a variety of personalization strategies. The results speak for themselves, with the rate of those

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who interacted with recommendations significantly exceeding those who did not for conversions, items per order, and average order value.

IN-STORE PERSONALIZATION

Encouraged by strong web results, GameStop worked with Certona to integrate store data. By capturing loyalty activity to further enhance customer profiles, they were able to create a seamless shopping experience across web and store channels. This allows for personalization, up-sell and cross-sell items tobe delivered to gamestop.com web and mobile sites based not only on browse history and behavior, but also store data – and vice versa.

RESULTS AND LOOKING FORWARD

Having completed a successful migration, GameStop and Certona are committed to providing an ever-more engaging and personalized experience for gamers everywheree. Plans to expand personalization include bringing individualized content to customer emails, as well as expanded personalization functionality at the point-of-sale.