%20(2).png)
.png)
Existing tool only offered recommendations in the same category as what the customer had already viewed- without including new product categories or previous site visits.
Shopbox provided Campbells context around what a customer is shopping for, what they've previously purchased, and how their buying behaviour might relate to other similar customer profiles.
Campbells Prime Meat is one of Scotland’s largest online butchers, regularly delivering both fresh meat and deli produce direct to consumers and restaurants across the United Kingdom. Campbells wanted to grow their revenue and sell a wider variety of products, particularly during seasonal periods.
When Stuart Findlay, Campbells Head of Ecommerce, joined the organisation, they had a roadmap of strategic initiatives that would help them achieve their goals. Part of this plan was to place heavier focus on product personalisation. Stuart, having previously worked with fashion retailers, knew the importance of personalisation and the results it can bring, looking to further invest in this area.
A key aim of personalisation is offering relevant products that keep a customer on an ecommerce site for longer. However, it can be difficult to accurately measure the direct impact that personalisation has on average site visit time. This meant that Campbells also needed to understand how personalisation could affect other critical parts of their strategic growth plans.
“If you don’t highlight what’s working well, it’s hard to highlight the ROI from personalisation efforts.”
Campbells were already using a tool to help with personalisation, but found that it didn’t give them the results they needed. It was tailor-made, yet only offered recommendations in the same product category as what the customer had already viewed – without including new product varieties or considering previous site visits – lacking sophistication in its curation. It also didn’t offer any additional detail or metrics that would help Campbells in creating a plan to increase the time spent on their site by users.
With their current tool proving difficult to use, not tracking across multiple site sessions, lacking the insight they needed to strategise, nor displaying the best product recommendations for customers, Stuart looked to find a different solution that could simultaneously tick these boxes and drive revenue for Campbells.
After meeting Shopbox at an event in 2024, being impressed by the platform’s capabilities, and hearing a glowing recommendation from another Shopbox customer, Campbells were keen to try the solution for themselves. Stuart was aware of Shopbox’s relationship with Kerrigans Butchers, meaning they had relevant sector expertise that could support Campbells.
Partnering with an organisation that could provide the critical detail they needed to make informed decisions was a major factor in choosing a new personalisation tool. More specifically, Campbells needed context around what a customer is shopping for, what they’ve previously purchased, and how their buying behaviour might relate to other similar customer profiles.
For online retailers, the homepage needs to immediately grab a customer’s attention and convince them to make a purchase. Product detail pages (PDPs) are also an excellent place for cross-sell opportunities, suggesting similar products that a customer might like based on their current selections and basket.
Campbells found that their previous tool wasn’t offering enough variety to customers with its recommendations, or wasn’t reactive enough in seasonal periods to offer relevant products. This static approach made it difficult for Campbells to improve their merchandising efforts as recommendations were limited and didn’t consider previous site interactions or purchases when curating the content.
Campbells now use Shopbox’s curated homepage and PDP personalisation to encourage users to stay on the site longer and browse other relevant products based on current and historic purchasing behaviour. This helps to create a better relationship with customers, as Campbells are demonstrating they understand their customers’ wants and needs through curated recommendations, ultimately improving the user experience.
Campbells currently use a variety of vendors in their tech stack which makes it more complicated if using off-the-shelf solutions. These concerns were addressed in initial conversations between Stuart, Alan Gormley (Shopbox CEO), and a dedicated technical partner. Despite these concerns, Shopbox were highly responsive, and keen to find and provide solutions wherever possible.
“Shopbox were very knowledgeable about our tech stack, highlighting potential issues and advising on how to deal with them. When they didn’t know the answer to our questions, they were more than happy to find out the solution to fix any problems.”
The varied tech stack meant that implementation was slightly slower in comparison to a typical Shopify storefront. However, Shopbox were open to dealing with these challenges, and were positive throughout the entire process, with expectations clearly communicated and managed.
Soon after implementing Shopbox to the Campbells website, Stuart noticed an improvement in key metrics – proof that the tool was working. In comparison to other personalisation tools, Shopbox is fully automated and doesn’t need constant manual intervention to adapt to individual preferences and seasonal changes in order to make personalised recommendations. Full automation of this process has enabled Campbells to spend more time and effort on other areas of their growth strategy.
Now Campbells have been using Shopbox for a while, and have seen significant improvements to revenue through personalisation, they are keen to implement Shopbox in other areas of their site. Stuart has been able to demonstrate to fellow senior stakeholders that Shopbox is successful in making a difference in how users experience the Campbells site, and can show that true product personalisation brings positive results.
“Working with Shopbox has been fantastic. I cannot speak highly enough of the service we’ve received – the quality of communication, their level of knowledge, and their flexibility in finding solutions or answers to our questions. I would absolutely recommend Shopbox to others looking to invest in their approach to personalisation.”
- Stuart Findlay, Head of Ecommerce, Campbells Meat
Share:
Awarded by
.png){kind=logo}
