CASE STUDY • 1-800-Flowers

1-800-Flowers Increases Conversion Rate by 81% Through AI-Powered Platform Redesign

Industry

Retail & Consumer

Our Contributions

Core Modernization, Intelligent Process Design, AI & Machine Learning, Cloud-native Platform Engineering, UI/UX Design

The Challenge

1-800-Flowers, a leading online floral and gift retailer, struggled with their core customer engagement feature, "Smile Reminder," built on outdated, separate architecture. This created compatibility issues, data fragmentation, and slow site performance, frustrating customers and hurting conversions. As e-commerce competition intensified post-pandemic, they needed to modernize their platform with AI-powered personalization to improve customer experience and retention. They chose Encora to redesign their engagement platform for better performance and customer loyalty.

How We Did It

Encora implemented a comprehensive platform transformation strategy focused on AI-powered personalization and modern e-commerce architecture. We focused on transforming the "Smile Reminder" feature into a driver of customer loyalty and conversion growth.

Platform Architecture Modernization

We migrated "Smile Reminder" from outdated architecture to modern Magento 2, integrating operational data for real-time analytics while improving performance and enabling exponential scaling.

AI-Powered Personalization and Customer Experience Design

We deployed AI and machine learning to personalize experiences based on behavioral data while redesigning the customer journey with superior UI/UX.

Data Integration and Analytics Infrastructure

We implemented an integrated data warehouse providing decision-makers real-time performance visibility, enabling seamless analysis and faster decision-making.

The Result: From Outdated Architecture to AI-Driven Customer Engagement

Working with Encora, 1-800-Flowers transformed their customer engagement platform through comprehensive modernization and AI integration, establishing a foundation for personalized experiences and exponential growth.

81%

Increase in conversion rate

364%

increase in daily transactions

Improved site performance, eliminating user frustration and compatibility issues through platform modernization
Real-time analytics and decision-making capabilities through an integrated data warehouse, providing performance visibility
Enhanced customer loyalty through redesigned "Smile Reminder" experience, strengthening brand relationships
Faster speed to market for new B2B partners through scalable Magento 2 architecture

The new platform established capabilities for continuous performance optimization while delivering personalized customer experiences that drive long-term engagement and growth.

The Bottom Line

This comprehensive platform transformation positioned 1-800-Flowers as a leader in digitally native customer engagement. With AI-powered personalization, modern scalable architecture, and real-time analytics capabilities, they can compete effectively in the digital marketplace while delivering personalized experiences that drive customer loyalty and business growth.