A scalable solution
The company needed a powerful, integrated solution designed to handle the scope of their digital transformation goals. The solution had to merge separate marketing and commerce sites, optimize SEO and organic traffic, and make finding products and services easy for customers. “It also needed to streamline and organize content and asset management for our marketing teams, let us personalize multichannel customer experiences, and grow with us into the future,” Lebron says.
To address these needs, the team chose Experience Manager Sites and Experience Manager Assets to manage their storefront, content, and digital assets. “Adobe Experience Manager was seen as a leader, a platform with robust features, scalability, and technical performance — and it was also very user-friendly compared with other alternatives,” says Lebron.
They then added Adobe Commerce to the stack, enabling the crucial integrations with Experience Manager the team was looking for. The combination solved all the site, content, and experience issues Canon was wrestling with by merging their separate marketing and commerce sites, and creating a seamless storefront experience.
The new stack allows each business team to work with the tool they know best — the marketing team can work in the CMS while merchandisers work in the ecommerce tool, which exist side-by-side throughout the site. For example, on product detail pages, merchandise details such as pricing and specs come from the ecommerce tool, while the CMS powers the marketing content.
This solution also provided a capacity for rapid development and configurability, and answered their ecommerce needs for sustainable, reliable, and scalable growth. “Importantly, it also offered longevity — it gave us a foundation for growth of capabilities like live commerce and marketplace sites,” Lebron says.
The new, integrated stack was a game-changer for the team, providing a cascade of big wins. It allowed them to expand their product catalog and highlight those products on their site for direct sales, in addition to amplifying SEO and lead generation for products not sold directly to consumers. These changes allowed them to increase cross-sell opportunity as well as support additional business units and industries on their newly-consolidated site. Adding more payment options such as PayPal, Google Pay, and Venmo made site purchases far more convenient for customers, accelerating conversion rates.
“Integration of Commerce helped us completely revamp user experience,” says Lebron. “From compressed page load times to increased site traffic to significant improvements in both web and mobile performance, Adobe Commerce has made a dramatic difference — it’s even helped improve our SEO and accessibility scores.”
Implementation of the integrated Adobe solution boosted efficiency gains across the organization. “The one commodity none of us have enough of is time, and time savings is really critical for us. Time to market is vital, it lets us stay ahead of the competition,” says Lebron.
Wins for customers
These solutions have also spelled big wins for customers. The team built seamless, accessible web experiences for their diverse customer base into the DNA of their new site. Whether looking for a point-and-shoot camera or professional broadcasting equipment, they made sure every customer — regardless of disability or device used — could easily find them. “In fact, we now have the highest score of accessibility ever since our journey of being on the web for Canon,” Lebron says.
Bringing Adobe Commerce and Experience Manager together have helped Canon USA power a far more personalized customer journey. Lebron says niche customers — such as professional night photographers or wedding photographers — can now easily and quickly find the products they’re interested in. They’ll be dynamically directed to related products, accessories, and content that will help them solve business needs and increase the chance of a purchase. “It’s all about personalization — getting the customers to the content that's most relevant to them, in their preferred channel.”
Digital transformation has yielded other welcome benefits. Canon USA’s tech stack supports a “live commerce” experience where customers can go from a livestream event directly to the checkout process. The solution also delivers impressive efficiency gains — consolidation has resulted in a site that’s over 50% faster, and far easier to navigate without help. “All this has translated into an impressive reduction in service and support calls, as well as decreased the amount of issues and concerns that we were handling through social media,” says Giossi.
Canon USA’s call center reps now spend more time selling products than they do helping people navigate the commerce site. On high-stakes shopping days, the gains have been incredible — Canon USA has seen a 73% increase in sales growth year over year on holidays like Black Friday and Cyber Monday. “We’ve got these amazing statistics from our call center now that show this shift, and it’s due to the ease of the site experience,” says Lebron.