Jabra – GN Netcom A/S

Dynamic Personalization giving Jabra’s customers an ideal customer experience

Jabra – Getting, growing and keeping customers with a new web presence based on Sitecore's Customer Engagement Platform (CEP) at the very core of the entire solution.

Jabra is a global producer of innovative headset and speakerphone solutions. The company employs approximately 875 people and has sales offices all over the globe. Jabra enables effortless communication for mobile users, office-based and contact center employees in all parts of the world. Jabra is a division in GN Great Nordic, which was established in 1869 and is headquartered in Denmark.

Challenge

With the new web presence, Jabra wanted to focus completely on customers. They had two goals:

  • Dramatically improve the customers` experience when interacting with Jabra online
  • Build a stronger online presence and website with a new technical platform.

Solution

A cutting-edge customer engagement platform was needed to support Jabra’s very ambitious digital transformation program, which goes far beyond standard core CMS functionalities.

Dynamic Personalization uses behavioral targeting to give Jabra’s customers an ideal customer experience when recognizing them from earlier visits to the site. As a result, Jabra ensures that customers are being presented information that is relevant to them, i.e. in relation to their geographic location, use of search phrases, interests, products previously purchased, etc. The intention is to encourage customers to want to engage more in the Jabra brand and the many great products Jabra is offering.

Forward Search

After considering various search platforms, including "Solr", Jabra and their partner Valtech chose Forward Search, due to flexibility of the platform, the many out-of-the-box features, the close integration with Sitecore and the direct access to professional services.

The solution uses Forward Search extensively to provide relevant content, covering more than 50 geographical locations across 17 languages, including Chinese, Japanese, Russian and Turkish.

Result

With Sitecore's CMS and DMS, Jabra was able to create not only new websites for its global customers but also, and this is much more important, a full-blown customer engagement platform. The main objectives: Customer centricity and focusing on customers in a personalized manner, no matter where they are located, could be achieved with the combined strengthes of Sitecore and Forward Search.

As a result, the Jabra website was awarded Jabra Wins Sitecore Site of the Year Denmark 2012 and a for “Best Electronics Website” by WMA.

Jabra is excited about what the future holds: to see the first business KPIs and to implement the next steps which will be:

  • Extranet solution for partners and retailers
  • Servicenet solution for partners and retailers
  • B2P E-commerce solution
  • B2C E-commerce solution