Interflora
Transforming fulfilment through connected commerce
Credera and Interflora delivered a connected commerce platform that reduced unfulfilled orders by 95%, complaints by 50%, and transformed operational efficiency.
At a Glance
Interflora faced significant operational challenges with their legacy systems, which struggled to manage network demand during peak periods, resulting in fulfilment failures and customer dissatisfaction. The organisation engaged Credera to reimagine their business-to-consumer (B2C) commerce experience through a cloud-based architecture that would unify customers, florists, and delivery operations. By integrating ordering, fulfilment, and florist management systems, Credera delivered a resilient connected platform. This transformation achieved remarkable outcomes: a 95% reduction in unfulfilled orders, 50% decrease in customer complaints, and 60% improvement in employee onboarding efficiency, whilst significantly enhancing reliability across the entire network.
The Challenge
Overcoming legacy system limitations during critical trading periods
Interflora's existing technology infrastructure couldn't keep up with network demand during peak events, causing significant fulfilment failures and widespread customer dissatisfaction. The fragmented systems created bottlenecks in order processing, limited visibility across the florist network, and resulted in unreliable delivery operations. The organisation recognised the urgent need for a resilient, connected commerce platform that would seamlessly unify customers, florists, and delivery operations. Without this transformation, Interflora risked continued service degradation, damage to their brand reputation, and loss of market share to more agile competitors who could guarantee consistent fulfilment during high-demand occasions.
The Solution
Building a cloud-based connected commerce ecosystem
Credera reimagined Interflora's B2C commerce experience by designing and implementing a sophisticated cloud-based architecture that integrated ordering, fulfilment, and florist management systems into a unified platform. The transformation focused on improving product visibility throughout the network, automating order allocation to optimise florist capacity, and introducing intuitive self-service tools that empowered florists with greater operational control. This connected platform eliminated previous friction points by simplifying training procedures, streamlining workflows, and enhancing reliability. By leveraging composable cloud technology, Credera ensured the solution could scale during peak demand periods whilst maintaining performance, transforming what was previously a fragmented experience into a seamless journey.
The Results
Delivering measurable impact through digital transformation
Interflora now operates a high-quality, resilient connected commerce platform that performs consistently across all channels, successfully managing peak demand periods that previously caused system failures. The transformation has fundamentally improved fulfilment speed, dramatically reduced incorrect orders, and significantly increased customer trust through reliable experiences. As a result of this initiative, Interflora has experienced the following:
Dramatic reduction in unfulfilled orders: 95% decrease in orders failing to reach customers, transforming reliability during critical occasions.
Substantial decrease in customer complaints: Order complaints dropped by 50%, reflecting enhanced service quality.
Accelerated employee onboarding: 60% reduction in onboarding time through simplified systems and intuitive tools.
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