Case Study
From app to store, one single Bottega Verde experience.
Overview
Bottega Verde meets its customers in the app, on its e-commerce site and across a widespread network of stores. A rich, many-sided presence, but one that rests on many different systems. Bottega Verde entrusted C22 first with building the app, then with running the website: a journey that led to bringing the whole experience together.
What was needed was an integrated, seamless experience in which customers could move from app to website to store without noticing the switch, with a single profile and benefits that are always recognisable. The goal was to achieve this continuity without tying the digital channels to the rigidity of existing systems, from ERP and CRM to in-store tills.
C22 guided Bottega Verde towards an omnichannel shopping experience: a native app for iOS and Android, Click & Collect to connect online purchases with the stores, marketing automation strengthened on Mapp, and accessibility of app and website, based on WCAG guidelines, built into design and development. Finally, Talend optimises the flow of information between touchpoints and back-end systems, around a single customer profile.
15-second video without sound. It opens with the Bottega Verde logo and two smartphones showing the app: recommended products with prices and an “Aggiungi” (Add) button. E-commerce screens follow: reviews, flash deals, store selection on a map for the “Clicca e ritira” (Click & Collect) service and a shampoo product page ready for purchase. It closes with the logo.
Inside the app
The Bottega Verde app, built entirely by C22 from UX/UI to development, was the first building block of the project. Native for iOS and Android, it connects to the Storefront Reference Architecture (SFRA) through APIs exposed by Talend, while part of the core functionality is built with web components: content and features can be updated quickly, without depending on an app store release every time.
From online to store
Click & Collect is where e-commerce meets the Bottega Verde store network. Customers choose products online, check real-time availability at the nearest store and pick them up whenever it suits them.
C22 introduced the service, handling both the UX/UI and the integration. The journey, from choosing the store to confirmation and collection, was designed to be clear at every step. Behind the scenes, inventory and order statuses are synchronised between the e-commerce platform and the stores’ till and management systems, so stock levels and in-store order preparation are handled with precision.
Collection is more than a delivery point; it is an opportunity to build the relationship: customers come back to the store, meet the brand in person and discover new products. An online purchase turns into a visit, and digital becomes an ally of the physical network.
The customer relationship
Marketing automation was strengthened on Mapp Cloud, which centrally orchestrates email, push notifications and SMS. Communications are triggered by real customer behaviour, both online and in store: dynamic segmentation automatically activates onboarding, retargeting, repurchase and loyalty journeys.
The result is a continuous, relevant relationship across the entire customer lifecycle, with the same voice on every channel.
Accessibility
For Bottega Verde, inclusivity did not remain a statement of intent. On the app and website, accessibility based on WCAG guidelines was part of design and development: from the initial analysis of issues through to the implementation of fixes.
The aim is an experience that as many people as possible can use independently, whatever their device, abilities or assistive technologies.
A single identity
Thanks to the Single Sign-On developed by C22, the app and website share a single customer profile: same account, same orders, same benefits, with no separate registrations. This continuity is ensured by Talend, introduced as integration middleware between the digital channels and the rest of the ecosystem, from ERP and CRM to the store tills. Each module can evolve or be replaced without disrupting the app and website.
Why C22
Bottega Verde speaks to its customers through many channels and systems. C22 designed an experience in which app, e-commerce and stores work together, with one profile that goes with the customer everywhere.
The value of the project lies in combining two areas of expertise: mobile design and development, and in-depth knowledge of the Salesforce platform. It is this combination that lets a brand grow its digital channels while keeping the experience consistent.
Tell us where you want to start. We’ll help you turn it into a direction, an experience and a digital product built to grow.
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