Libertine Parfumerie Partners with Arcturious to Enhance Digital Engagement & Grow Customer Loyalty

Faster Payment Processing

30 %

Reduction in Manual Checks

50 %

Payment Lines Generated Monthly

0 K

The results speak for themselves

About Libertine Parfumerie

Libertine Parfumerie is a luxury fragrance retailer, renowned for its curated collection of niche
and hard-to-find perfumes from around the world. Founded in 2008, the retailer has boutiques
across Australia and New Zealand, a presence in multiple Myer department stores, and an
online store where customers can explore and purchase fragrances.

Partnering with Arcturious, Libertine Parfumerie has unified its data to create a more consistent
and personalised experience for customers, no matter where they shop. It has also launched
Libertine Rewards, an elevated loyalty program offering customers generous rewards and
bespoke experiences.

The challenge: Gain a holistic view of customers and spending across shopping channels to optimise engagement and orchestrate rewards

Libertine Parfumerie has a loyal customer base, including those who seek to build ‘perfume wardrobes’ containing the right fragrance for every occasion and season. The luxury retailer wanted to do more to retain and reward these customers. First, it had to connect its data so that it could invite customers into the program and keep them engaged.

Customer and transaction data were previously siloed across three different platforms: Shopify for its website, Lightspeed for its boutiques, and a legacy app for its Myer counters. This made it difficult to gain a comprehensive view of customers and track their purchases across multiple
channels.

Libertine Parfumerie also lacked visibility into sales at its counters within Myer; it received a file once a week with details of items purchased, but had no way to map sales to individual
customers.

The retailer engaged Arcturious to help design and deliver a solution that would unify customer data, power a successful loyalty program, and address the different operational needs of each sales channel. This included the delivery of an app that would provide real-time analytics on sales within its Myer stores and enable employees to enrol Myer customers into its loyalty program and reward them for their purchases.

Salesforce Products Used

The solution: A unified platform for omnichannel retail and digital engagement

Libertine Parfumerie chose to partner with Arcturious due to its experience in helping other
small businesses unlock the value of Salesforce and its ability to design a custom loyalty solution that met the retailer’s exact specifications.

The solution is underpinned by the integration of Libertine Parfumerie’s three retail channels using MuleSoft. This integration enables the two-way flow of data, unifying customer information from Shopify, Lightspeed, and the retailer’s own Myer counter Mobile App into Retail Consumer Goods Cloud.

Arcturious also developed a new shop-in-shop app for Libertine Parfumerie’ Myer counter, which is built on Salesforce Retail Consumer Goods Cloud. Employees sign into the app when at the store, enabling it to calculate the percentage of sales they make per hour, excluding breaks. This is a critical KPI that’s used to calculate commission. Employees also use the app to enrol customers into the loyalty program.

The project also involved the swift deployment of Marketing Cloud, which was completed in just five weeks to support the launch of the new loyalty program. This has enabled complex email journeys and communications to be triggered based on customer activities and spend across all channels. These include automated emails to remind loyalty program members to redeem their gift boxes and to notify them of cutoff dates and spending requirements to reach the next level.

Arcturious’s collaborative approach to the project, including daily stand-up meetings with internal stakeholders, supported a successful go-live. Arcturious also provided detailed documentation and testing scripts to empower Libertine Parfumerie’s small team to manage the deployment independently.

““This was our first time using Salesforce, the Arcturious team spent a significant amount of time ensuring we had the skills to navigate the new platform.””

– Alexane Mongreville | Head of Marketing – Libertine Parfumerie

Key solutions deployed

Custom Loyalty Solution & Membership Management – Arcturious developed a custom loyalty solution that allows members to sign up and earn rewards across all three of Libertine Parfumerie’s distinct retail channels. This included the framework for managing enrollment, tracking spending and points earned, tier management, and allocation and redemption of rewards and perks.

Complex Integration with MuleSoft – MuleSoft was leveraged to manage the major two-way integration of customer data across Shopify, Lightspeed, and Salesforce, creating a unified customer view.

Shop-in-shop app on Retail Consumer Goods Cloud – Arcturious replaced a legacy app used in Myer counters with a new Salesforce mobile app. This app allows counter staff to track sales, manage sales targets, capture customer details, and enrol customers in the loyalty program in real time.

Enhanced Digital Engagement – The deployment of Marketing Cloud has enabled Libertine Parfumerie to create complex, automated email journeys based on customer behaviour.

The results: A loyal customer base and a foundation for future growth

In partnership with Arcturious, Libertine Parfumerie has transformed customer engagement, moving from fragmented and manual processes to a unified and scalable approach that enables the retailer to provide a consistent experience across channels. The new loyalty program is a critical part of this, enabling Libertine Parfumerie to gain a deeper understanding of its customers and engage them through more personalised experiences and exceptional rewards.

The new loyalty program has been a resounding success, leading Libertine Parfumerie to
introduce new tiers reflective of customers’ increased engagement and spending.

Beyond the customer-facing wins, the new system has delivered tangible benefits for employees. The new mobile app for Myer counters has increased transparency and confidence in data while eliminating manual processes. Counter employees can now easily track sales, view customer history, and enrol customers in the loyalty program, leading to higher productivity and customer capture rates.

By centralising data and unifying its retail channels, Libertine Parfumerie has a single, 360-degree view of its customers for the first time, enabling it to deliver increasingly personalised experiences, no matter where customers shop.

Key Results

Consistent customer experience across boutiques, online, and Myer counters
Rapid growth of loyalty program with 370% increase in loyalty customers
Increased sales with 69% year-on-year growth during the gift box redemption period
Enhanced digital engagement, resulting in the recovery of 22% of abandoned carts
Increased productivity and customer data capture within Myer store counters, enabled by increased transparency of sales data and streamlined processes