The world’s largest made-to-measure suit company makes custom tailoring available anywhere

The world’s largest made-to-measure suit company makes custom tailoring available anywhere

Creating an omnichannel retail strategy to bridge online shopping and the in-store experience

The suit makes the man

Indochino started in 2007 with the goal of making high quality made to measure suiting available to men everywhere. Indochino has found success by delivering a unique and compelling customer experience to online shoppers. According to Pilar Catala, Director of Omnichannel Digital Experience, buying a suit is not like buying just any piece of clothing. So she uses Qubit to deliver the personal touch that her customers need so they can look their best.

The low down

40%

year over year growth

showrooms across
North America

32 shades of grey suits

Suits
 
Pilar Catala

“The best part of everything we’re running with Qubit is that it’s all measurable. We look at the results, and we iterate constantly to improve on our success.”

Pilar Catala
Director of Omnichannel Digital Experience

Suits Suits

Custom suits require a custom experience

Pilar relies on Qubit’s digital experience platform to extend the possibilities of how her team is able to change the onsite experience in response to customer behavior. “I love everything that Qubit can show me about how customers are perceiving things on my website so we can be more responsive to their needs,” she says. In just one year, Qubit has driven over one million dollars in incremental revenue by personalizing the site for different audience segments and connecting the site to a unified customer journey.

Seven showrooms, one journey

Seven showrooms, one journey

Though they started selling online only, Indochino’s business has grown to include brick and mortar showrooms in major cities across North America. The showrooms now drive almost half of Indochino’s business because of the personal attention and incredible service, but before Qubit, they had no way to seamlessly connect online shoppers to the in-store experience. Now they use the Qubit platform to target online shoppers by geography and invite them to visit a showroom when one is nearby.

3.2%
uplift in showroom appointments
11%
increase in engagement in showroom markets
Suits

“We’ve really dived into the omnichannel experience – the single experience for the customer, whether they're online or in our showrooms. With Qubit we’re able to mind that gap.”

Pilar Catala
Director of Omnichannel Digital Experience

Guiding the online journey

Guiding the online journey

Indochino saw a need to make new visitors comfortable with the idea of ordering a made-to-measure suit online. They use Qubit to target a welcome message and discount to first-time shoppers, and they created a footer offering constant access to Indochino’s fit guarantee. Now customers can learn more about Indochino and see the benefits of custom suiting no matter where they are in the site.

4.2%
uplift in revenue per visitor
3.7%
uplift in conversion rate
Fewer roadblocks, more experiences

Fewer roadblocks, more experiences

True to form, the Indochino site is built on a completely custom ecommerce platform, but it doesn’t always keep up with their rapid growth. Qubit helps the team create new experiences online without hitting technical roadblocks. The merchandising team gained the ability to quickly add product badges to the site, and they’re launching a brand new system to help grooms manage outfits for their entire wedding party.

2%
uplift in product views
Suits

“By using Qubit, we’re able to constantly evolve our digital presence and enhance what we can do to create a more rounded experience for the customer.”

Pilar Catala
Director of Omnichannel Digital Experience

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