With over 500 000 visitors daily, Fnac.com is a leading online retailer of multimedia, cultural and leisure products. Fnac.com automates and personalises marketing campaigns and boosts impulse buying with Neolane software.

Background 
Launched in 1999, Fnac.com is France's foremost example of the 'clicks and mortar' concept, i.e. the marriage of the Internet and traditional high-street stores. Fnac.com is the only site to offer ticketing, cultural goods, consumer electronics and travel agency services. Its customers benefit from a range of services and a catalogue of over 100,000 products available for delivery or collection at any one of 3,000 collection points within 24 hours.
Each day, Fnac.com handles 500,000 individual visitors to its web site. 1.5 million storecard holders also benefit from special offers and services on-line (loyalty schemes, vouchers, discounts, credit). In 2004, net sales for the Fnac.com site (including ticketing and services) reached 132 million euros, up 52% on previous year.

The Fnac.com project
Fnac.com has undertaken a large scale project aimed at developing value-added services and delivering proactive and personalised customer information and advice. The Neolane software suite, managing the crucial area of customer marketing, was integrated with SPSS predictive analytics software, implemented and operational within three months.
"Neolane is fundamental to us in developing individual customer relationships. Now we can deploy predictive marketing strategies, manage collaborative content, personalise, execute and trigger event-driven campaigns," explains Pascal Roche, Chief Technology Officer. "We can optimise marketing campaign plans containing several million messages per month and at the same time manage the contact frequencies for our customers and members."

Benefits
With Neolane, Fnac.com has been able to execute high-performance customer-oriented communication strategies, adhering to the corporate image and integrating proactive and personalised content. "Neolane is thrilled to work with Fnac.com as this project highlights the added value we can offer our customers. Neolane has imposed itself as the reference solution for leading online retailers," says Stephane Dietrich, Marketing Director of Neolane. "The implementation of proactive, customer-oriented and personalised marketing strategies drives impulse buying and creates real growth opportunities. With comprehensive enterprise class and proven best-of-breed solutions, the marketing processes become less time-consuming and Fnac.com can better manage its resources at a time of strong growth." he concludes.

PPR Group: Fnac.com company presentation