Client
Napoleon’s brand promise is to make good memories around its products. It’s a growth-driven organization that expects to double its revenue every five years. Their product lines include grills, fireplaces, heating and cooling.
Brief
Napoleon’s digital infrastructure, dispersed across incompatible technology frameworks, was not keeping pace with its growth. It created a fragmented user experience, resulting in disconnected marketing and customer service.
Napoleon sought help from a vendor mutually invested in their success, enabling their digital team to grow as the project progressed. In response, key stakeholders from Napoleon and Northern joined as a project team, working together, meeting weekly, and regularly collaborating through Airtable.
Challenge
Napoleon prides itself on delivering superior customer service. However, their digital experience was falling short of this expectation. Dated technology and a lack of systems integrations meant that Napoleon’s digital team was busy enforcing consistency across Napoleon’s websites, leaving little time for long-term, strategic work.
Marketing, sales, and customer service were working in silos because of their disjointed digital ecosystem. The marketing team needed more control over Napoleon’s brand across its websites. They wanted straightforward access to publish location-specific content to multiple regions in numerous languages.
Napoleon’s product information was fragmented, reducing the likelihood of consumers finding product support, parts, or accessories.
Strategy
Northern helped Napoleon connect their websites into a single enterprise content management system, enhancing it with systems integrations and advanced features to enrich their global reach and localized marketing.
