A digital transformation that made Avon SA the best in the world

An all-encompassing digital experience that changed the way customers and sales reps engaged with Avon and sister-brand Justine.

Award winning work

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Challenge

A business’s digital experience isn’t a nice-to-have, it’s a must-have. Avon South Africa knew this, and needed a partner in their digital journey.

Solution

Starting by literally becoming part of the Avon business, we came up with a digital transformation strategy that resulted in an all-encompassing intelligent customer experience that took Avon SA to the #1 international ranking.

Inspire. Enable. Catalyse.

Our strategy merged Avon’s overall vision with our digital one, based on three principles of inspiring, enabling and catalysing. This was equally important for the customers, the beauty entrepreneurs (sales reps), and the brand.

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Talking for two

With two different sets of users – the people selling the products, and the people buying them – every word written, emailer designed, or strategy created needed to consider both users equally.

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A whole new digital world

Before this overdue dose of digital, there was a limit on how many customers the average representative could reach and add to their customer base. By introducing UX-backed emailers, revamped digital brochures, and editorial-style blogs that educate online customers on all things beauty, they have more access to the world of Avon (and its reps) than ever before. Reps gained the opportunity to earn money from orders placed online by customers they haven’t even met yet.

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This is one of the first steps in our digital revolution, and it’s a big one in the right direction. The future of Avon, and its Beauty Entrepreneurs, is brighter than ever.

Momin Hukamdad

CMO of Avon SA

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An Intelligent Assistant for intelligent entrepreneurs

When the time came to kick off the Avon Rep Recruitment campaign, we knew that by meeting prospective reps where they already were (on WhatsApp) we’d be making their sign-up process that much smoother. Their personal info was collected on the chatbot, before an agent called them to complete the signup.