Bunches delivers “happiness” to customers

Overview: Bunches delivers “happiness” to customers on every occasion

Learn how Bunches improved their delivery rates

Bunches is one of the growing online florists in the UK. 

Find out how Bunches significantly improved their delivery rates and operational efficiencies using Experian address validation technology and eCommerce integration. 

Challenge overview

As more people celebrate special occasions at home during the pandemic, online ordering and postal delivery of flowers and gifts has grown significantly.

During this period, Bunches experienced challenges in managing the scale and operations of their large enterprise whilst maintaining their personal community engagement. 

Challenges
  • Manage increased demand but maintain excellent customer experience
  • Optimise the customer journey online and maximise conversion rates
  • Attract new customers by delivering better targeted marketing campaigns
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Company Bio:

Bunches, the family-owned online florist and gift provider, has supported their customer’s special occasions since 1989. As one of the first retailers to deliver flowers by post, they listen to their customers, provide happiness at every stage of the customer lifecycle, and make a positive impact.

Bunches has grown significantly since 1990 and are now a multi-million-pound organisation that delivers to tens of thousands of customers every week.

Industry: Retail
Established: 1989
Number of employees: 51-200
Experian’s address validation has made the checkout process on our website much quicker and significantly improved our delivery rates. This helps our operations run more smoothly. Mosaic is really powerful for making good marketing decisions. We love the data; it’s great to identify trends and see nuances of buying behaviour.
Dani Turner, Customer Experience Director, Bunches

Solution overview

At the core of the Bunches operation sits Experian’s address validation solution, which is embedded in their e-commerce website and CRM system. The solution, powered by authoritative postal data from Royal Mail, quickly captures accurate and complete addresses for their customers in the UK, helps customers to complete their online orders quickly, and ensures that addresses entered are valid. 

Bunches also use Experian’s Mosaic, a cross-channel consumer classification system, to help them to identify specific target segments to enhance their marketing efforts. 

Precise targeting helped drive new customer recruitment from a different profile segment, with 80% of the orders from their targeted inserts coming from new customers, up from 49% in other titles.
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Results
  • Quicker checkout process on website
  • Significantly improved accuracy of customer deliveries
  • Highly targeted marketing campaigns to very specific audiences
Solutions
Bunches delivers “happiness” to customers on every occasion

Enabling Bunches to deliver an excellent customer experience

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