Interflora Australia's Digital Transformation Journey

This case study outlines Interflora Australia's digital transformation journey, detailing how the company updated its technological infrastructure to remain competitive in the evolving eCommerce landscape. The document presents the challenges faced by Interflora Australia, particularly the need to enhance the online customer experience for a business centered around emotions, such as flower buying. It describes the partnership with commercetools, which provided a composable commerce platform that allowed for the customization of eCommerce experiences and optimized order management. The case study highlights the successful implementation of dynamic pricing strategies and improved communication between florists and the contact center, leading to significant reductions in customer service queries and operational costs. Additionally, it discusses future plans for AI integration and international partnerships, positioning Interflora Australia for continued growth in the digital flower market. Overall, the document emphasizes the importance of innovation and adaptability in achieving business success.