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Capabilities

Engineering Enterprise Platforms: Pega Data Enterprise Platforms: Appian Cloud Enterprise Platforms: Salesforce Quality Engineering Enterprise Platforms: ERP AI-Led Business Process Solutions Enterprise Platforms: MuleSoft Experience Global Capability Centers

Industries

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Banking & Financial Services
Insurance
Travel
Healthcare & Life Sciences
Public Sector
Hi-Tech
Telecom, Media, Automotive, and Energy
Retail, Consumer Packaged Goods (CPG), and Hospitality

Resources

Case Studies Conversation with Pathbreakers Blogs White Papers Tech PoV and Insights

Resources

Case Studies
Conversation with Pathbreakers
Blogs
White Papers
Tech PoV and Insights

Who We Are

About Us Newsroom Leadership Partners Locations Careers Awards & Recognitions ESG Learn more about Coforge
Coforge: Where AI engineering meets industry expertise.

Learn about our company, our vision and values, and the 45,000+ professionals enabling businesses to harness the power of AI.

Learn more about Coforge
Composable Enterprise

Main

AI

Industries

See All
Banking & Financial Services
Insurance
Travel
Healthcare & Life Sciences
Public Sector
Hi-Tech
Telecom, Media, Automotive, and Energy
Retail, Consumer Packaged Goods (CPG), and Hospitality

Capabilities

Engineering Enterprise Platforms: Pega Data Enterprise Platforms: Appian Cloud Enterprise Platforms: Salesforce Quality Engineering Enterprise Platforms: ERP AI-Led Business Process Solutions Enterprise Platforms: MuleSoft Experience Global Capability Centers

Who We Are

About Us Newsroom Leadership Partners Locations Careers Awards & Recognitions ESG Learn more about Coforge
Coforge: Where AI engineering meets industry expertise.

Learn about our company, our vision and values, and the 45,000+ professionals enabling businesses to harness the power of AI.

Learn more about Coforge
Composable Enterprise

Resources

Case Studies Conversation with Pathbreakers Blogs White Papers Tech PoV and Insights

Resources

Case Studies
Conversation with Pathbreakers
Blogs
White Papers
Tech PoV and Insights

CASE STUDY

How 1-800-Flowers Increased Conversions by 81% With AI-Powered Platform Redesign

Industry

Retail

Our Contributions

AI, Cloud, Core Modernization, Intelligent Process Design, UI/UX Design

Location

Global

flowers1

1-800-Flowers increased conversions by modernizing its customer engagement platform with AI-powered personalization and Adobe Commerce (Magento 2). Coforge integrated real-time analytics, redesigned the user experience, and improved site performance, enabling scalable growth, faster decision-making, and enhanced customer loyalty.

flowers2

The Challenge

1-800-Flowers, a leading online floral and gift retailer, struggled with their core customer engagement feature, "Smile Reminder," built on outdated, separate architecture. This created compatibility issues, data fragmentation, and slow site performance, frustrating customers and hurting conversions.

As e-commerce competition intensified post-pandemic, they needed to modernize their platform with AI-powered personalization to improve customer experience and retention. They chose Coforge to redesign their engagement platform for better performance and customer loyalty.

Our Approach

 

Coforge implemented a comprehensive platform transformation strategy focused on AI-powered personalization and modern e-commerce architecture. We focused on transforming the "Smile Reminder" feature into a driver of customer loyalty and conversion growth.

Platform Architecture Modernization

We migrated "Smile Reminder" from outdated architecture to modern Adobe Commerce (Magento 2), integrating operational data for real-time analytics while improving performance and enabling exponential scaling.

AI-Powered Personalization and Customer Experience

We deployed AI-driven recommendation models based on behavioral and transactional data to deliver personalized reminders and offers across the customer journey.

Data Integration and Analytics Infrastructure

We implemented an integrated data warehouse providing decision-makers real-time performance visibility, enabling seamless analysis and faster decision-making.

flowers3

Impact to Date

Working with Coforge, 1-800-Flowers transformed their customer engagement platform through comprehensive modernization and AI integration, establishing a foundation for personalized experiences and exponential growth.

81%

Increase in conversion rate

364%

Increase in daily transactions

Business Impact

 

  • Improved site performance, eliminating user frustration and compatibility issues through platform modernization
  • Real-time analytics and decision-making capabilities through an integrated data warehouse, providing performance visibility
  • Enhanced customer loyalty through redesigned "Smile Reminder" experience, strengthening brand relationships
  • Faster speed to market for new B2B partners through scalable Adobe Commerce architecture

The new platform established capabilities for continuous performance optimization while delivering personalized customer experiences that drive long-term engagement and growth.

 

This comprehensive platform transformation positioned 1-800-Flowers as a leader in digitally native customer engagement. With AI-powered personalization, scalable cloud architecture, and real-time analytics capabilities, they can compete effectively in the digital marketplace while delivering personalized experiences that drive customer loyalty and business growth.