Cass Art connects store and online loyalty with Sitoo and Diller
UK art materials retailer Cass Art is using Sitoo and Diller to connect point of sale, customer identity and loyalty across its stores and ecommerce business.
Cass Art is creating a more connected omnichannel customer experience through a new retail technology partnership with point-of-sale platform Sitoo and loyalty specialist Diller.
The retailer, which has supported artists, students and creators for more than 40 years, is bringing together its physical stores, ecommerce operation and customer engagement as the business continues to grow.
Subscribe to TRBSitoo now supports Cass Art’s in-store POS experience, while Diller provides the loyalty, customer identity and data capabilities designed to recognise, understand and reward customers across channels.
Cass Art targets a joined-up retail experience
Cass Art views its stores as an extension of its online business, and vice versa. Its previous store-led systems were approaching end of life, making it harder to connect customer journeys and maintain an effective loyalty proposition.
The new approach enables the retailer to identify customers at the point of transaction, understand how they shop across stores and online, and use loyalty to deliver greater value.
Mark Cass, founder and chief executive of Cass Art, described loyalty as “the customer-facing side” of the retailer’s omnichannel data strategy.
Sitoo and Diller support bespoke loyalty integration
The combined solution links transactions, customer recognition and loyalty engagement while keeping the experience straightforward for store teams and useful for customers.
Rather than adopting a standard white-label model, Cass Art has used Diller’s backend capabilities within its own systems to create a more bespoke customer experience.
Cass said the implementation had been unusually smooth, with only a small number of minor issues in relation to the scale of the project.
Cass Art loyalty database reaches 22,000 customers
Within six to seven weeks of launch, Cass Art had added around 22,000 people to its customer database, with approximately 1,500 to 2,000 new sign-ups each week.
Early feedback has also been positive. Customers and store teams have responded well to the speed and simplicity of the new loyalty experience.
The retailer said preparation ahead of launch helped ensure the solution was ready to perform strongly from the outset.
Loyalty supports Cass Art’s omnichannel strategy
For Cass Art, loyalty extends beyond rewards. The retailer sees it as a way to communicate its purpose, support the creative community and give customers a clearer reason to choose the brand in stores and online.
By connecting store operations, loyalty and customer identity, Cass Art is building a customer-focused retail ecosystem that can support further omnichannel innovation.
