Build.com Selects RichRelevance To Create Intuitive, Unique Customer Experience

Home improvement retailer leverages data-driven personalization to deliver recommendations based on consumer behavior, likes and profile data

San Francisco, CA – Sept. 12, 2013 – RichRelevance, the global leader in omni-channel personalization, today announced that Build.com has implemented the company’s RichRecs personalization suite to deliver highly relevant and curated experiences at every possible customer touch point. The implementation across seven sites, which was completed in a record eight days, enables the retailer to leverage data to present tailored recommendations, offers or content that provides a more helpful, intuitive customer experience for shoppers across channels, while driving sales and average order value (AOV) for Build.com, ranked #80 on the Internet Retailer 500.

“Personalization plays a key role in supporting our goal of being a trusted resource for our customers – regardless of where, when and how they choose to shop,” said Brandon Proctor, VP of Marketing at Build.com. “Great personalization leverages data to fuel an intuitive and helpful shopping experience in service to our customers as they move throughout a site. That’s the true power of personalization—when smart, behavior-based algorithms can pave the way from inspiration to installation. RichRelevance understand this promise and the emphasis we place on our customers’ satisfaction, and has been instrumental in making the experience better for our customers online.”

As the third-largest online home improvement company, Build.com leverages RichRelevance’s technology to present multiple recommendation placements on pages throughout all of its sites—home, category, item and cart pages, as well as in email.

Build.com had previously worked with two other vendors – one that had an add-on personalization solution as part of its ecommerce package, and another that was a stand-alone personalization vendor. While the first vendor integrated seamlessly with the company’s existing analytics platform, it required a major commitment of time and energy for customization from the internal team. The second vendor lacked the functionality and capability to customize and build out segments, or to create the frictionless personalized experience Build.com was searching for.

Ultimately, Build.com made the decision to partner with RichRelevance based on the sophistication and large number of RichRecs’ algorithms (100+) and the system’s massive customization abilities. “RichRelevance has customization abilities that are 4-5 times that of competitors, and has targeting capabilities built into the solution—with no separate vendor needed— and that was very appealing. The system had the equivalent of a lot of hard coding we were already doing. The fact that copy could be swapped out by our merchandising team and there was no heavy JavaScript required was ideal, ” says Proctor.

“Build.com has a deep commitment to its customers and has leveraged technology and data to deliver an experience that rivals that of an in-store shopping journey,” said Diane Kegley, CMO of RichRelevance. “We are excited to work hand-in-hand with Build.com to deliver personalization that builds and maintains lasting customer relationships.”

About RichRelevance
RichRelevance is the global leader in omni-channel personalization. More than 160 international companies use RichRelevance to turn data into actionable insight, which delivers the most relevant experience for consumers as they shop across web, store and mobile. RichRelevance drives more than one billion decisions every day, and has delivered over $8 billion in attributable sales to its clients, which include Walmart, Marks & Spencer and Cdiscount. Recently, the company opened its cloud-based platform to allow clients to easily merge disparate data sources and build real-time applications tailored to their specific business needs. RichRelevance is headquartered in San Francisco and serves clients in 40 countries from 10 offices around the globe. For more information, please visit www.richrelevance.com

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ABOUT THE AUTHOR
RichRelevance is the global leader in omnichannel personalization and is used by more than 200 multinational companies to deliver the most relevant and innovative customer experiences across web, mobile and in store. RichRelevance drives more than one billion decisions every day, and has generated over $20 billion in sales for its clients, which include Office Depot, Darty, and Marks & Spencer. Headquartered in San Francisco, RichRelevance serves clients in 42 countries from 9 offices around the globe.
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