Established in 1886 in Paris, FAUCHON is a symbol of French gastronomy, offering high-end gourmet products and luxury gift boxes through its 70 boutiques, franchise partners, corporate gifting business, and ecommerce site. Known for its luxury gifting goods, the brand needed to scale and revamp its customer experience to deliver the same high-end, sensory customer journey both in-store and online.
However, the team identified that optimising the customer experience would be challenging using their previous platform, Magento. With it, FAUCHON faced costly maintenance fees, slow updates, and fragmented retail operations, which made its customer purchase journey even more complex.
This was the trigger for migrating to Shopify in 2024. By launching Shopify POS in some of its Parisian boutiques, FAUCHON made in-store transactions quicker and more efficiently, improved inventory accuracy, and introduced in-store ordering, allowing customers to purchase out-of-stock items directly from the showroom floor.
Since moving to Shopify, FAUCHON has seen:
- +20% increase in add-to-cart rate
- 4% peak ecommerce conversion rate
- 50% faster checkout process, doubling transaction speed for sales associates
Challenge: Delivering a high-end multichannel customer experience
A boutique-style brand catering to luxury grocery consumers, FAUCHON operates on a multichannel level, from its retail stores to its franchise and ecommerce website. However, this means that they needed a platform capable of handling complex and multiple touchpoints with customers.
In stores, outdated POS systems slowed checkout speed, complicated inventory management, and limited customer data collection. Additionally, the modest size of the boutiques meant they couldn't display the entire FAUCHON range, leading to significant missed sales opportunities, as associates had no way to directly order out-of-stock products for customers.
Online, Magento's maintenance costs were too high, slowing innovation. The team ended up spending more time managing different technical issues and updates than optimising sales, launching new products, or refining marketing strategies.
Besides, with over 50% of FAUCHON's ecommerce revenue generated during the holiday season, the brand needed a reliable, flexible, and scalable solution capable of handling seasonal spikes in traffic while maintaining the brand's luxury standards.
Solution: Unify retail and ecommerce operations with Shopify
To address these challenges, FAUCHON migrated to Shopify in 2024 and introduced Shopify POS in its Parisian flagship stores in June of that same year. The goal? Unify retail and ecommerce operations while offering a smooth and scalable shopping experience across all touchpoints.
The results were palpable. In stores, Shopify POS streamlined operations, allowing sales associates to process transactions faster, check inventory in real time, and place direct orders for out-of-stock items. In fact, having tablets equipped with Shopify means that sales associates can now move freely around the store, guiding customers through the catalogue and assisting with purchases on the spot. Payments are completed in just a few clicks, thanks to a smooth and user-friendly interface.
Shopify POS has completely changed how we operate in-store. If a product is unavailable, we can now place an order immediately, providing an additional service to the customer
On the ecommerce side, migrating from Magento to Shopify meant that FAUCHON could stop worrying about maintenance costs and, instead, focus on driving sales and improving customer engagement. The website now has the capacity to handle peaks of traffic and frequent content posts or inventory updates.
Before Shopify, we would spend all of October worrying about technical issues for the holiday season. Now, we can actually focus on what matters—our products, our customers, and our sales
Thanks to the transition to Shopify, opening a new FAUCHON boutique is now much simpler. Previously, the process required significant hardware investments, separate licenses for the ecommerce site and POS system, and complex integrations. With Shopify, these steps have been significantly streamlined, enabling a faster and smoother rollout. This increased efficiency reduces the workload for marketing teams and accelerates the brand's international expansion.
Results: Quicker operations, stronger sales, and faster expansion
Since migrating to Shopify and Shopify POS, FAUCHON has seen a significant increase in its performance, both online and in-store. Faster checkout, real-time inventory access, and the ability to place in-store orders for out-of-stock items have helped enhance the customer experience and drive more sales across channels.
The results speak volumes: For online shoppers, the visually pleasing, easy-to-navigate website is driving a 20% increase in add-to-cart rate. This intuitive interface also helped build customer loyalty, with 36% of returning customers this December. In stores, checkout now takes 50% less time than it did before, freeing time for staff to focus on additional sales. In the back office, teams don't have to spend most of their time handling maintenance issues: the process is foolproof and scalable, meaning that it can follow FAUCHON's expansion without a hitch.
With this new platform, FAUCHON plans to gradually equip its franchise network with Shopify POS, ensuring a consistent, premium experience worldwide while attracting new franchise partners.