Giant Eagle Drives Loyalty with CMS, E-Com Platforms

Giant Eagle, a food, fuel and pharmacy retailer, has deployed EPiServer CMS and Commerce Solutions to enhance the customer online experience, helping to drive profitable sales growth and support customer loyalty.
With more than 4.6 million customers across its 400 locations throughout Pennsylvania, Ohio, West Virginia and Maryland, Giant Eagle needed a more proficient and scalable CMS and e-commerce platform to support its digital strategy. The retailer leveraged EPiServer to extend and deliver the multi-channel, multi-platform experience online with an interactive customer toolset and offering, including weekly circulars, product catalogs, shopping lists, a menu planner, digital coupons and gift card e-commerce.  
"Our goal has been to provide and omnichannel customer experience for our shoppers, with each touch point, from online to in-store, offering easily accessible information and tools our customers' desire when and where they want it," said Donna Pahel, director of digital CRM at Giant Eagle. "The EPiServer technology has enabled us to better engage our customers online to ultimately provide a benefit to the in-store experience, and has allowed us to prepare for future planned enhancements to the site."
Using EPiServer, Giant Eagle provides shoppers with tools and content to personalize their interaction with the brand from the online planning phase to the in-store experience, with easily accessible information available for every in-store department and product category, and savings and loyalty programs. The site delivers personalized content to the customer, saving time and increasing relevancy of the content for the shopper, and highlights features customer care about like weekly specials, search options, online shopping list, reward offers and gift card purchases.
The scalability of the platform will allow the grocer to easily ramp up in the future to accommodate planned growth and e-commerce integration. Since launching the EPiServer site, Giant Eagle has already seen the impact. The technology has helped increase impressions of the Weekly Circular by more than 40%, increased output for the Web team by nearly 30% and increased site engagement as shoppers take advantage of available offerings.
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