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More conversions, reduced product returns with Cylindo

See how Heal’s is using Cylindo to increase conversion rates and lower product returns

Summary

Heal’s partnered with Cylindo to show different finishes and upholstery options to their customers. By matching the online experience with the one in-store, Heal’s managed to increase conversion rates and reduce product returns.

The challenge

With over 200 years of tradition, Heal's is known for its talented designers and craftspeople who make comfortable, beautiful, and long-lasting furniture. Innovation and quality drive Heal’s forward, and their stores have a long history of providing the best of the best service.

When Heal’s started looking for a 3D product visualization partner, they had a simple requirement: match the online experience to the one in-store.

“We were looking for a way to showcase multiple different finishes and upholstery options to our customers,” begins Mark Hammond, Head of E-commerce at Heal’s.

The team at Heal’s knew customers wanted to see configured products in high definition and inspect products and fabrics from all angles before placing an order.

“We chose Cylindo because the attention to detail made all the difference to us. The ability to capture the detail of the product to a very high standard with minimal amendments required is impressive,” adds Hammond.

By having Chaos Cylindo, we bring the website experience closer to the in-store experience. Allowing the customer to visualize and interact with the product in 3D increases the sales we can make

Mark Hammond, Head of E-commerce, Heal's

The solution

Heal’s partnered with Cylindo to deliver a consistent shopping experience online and in-store and managed to increase customer satisfaction and reduce product returns.

Here’s how Heal’s is leveraging Cylindo.

1. Showcase fabrics and finishes with Cylindo Viewer

“We’re using Cylindo on the product pages to showcase to customers the variety of upholstery and finishes we have available,” says Hammond.

Customers are guided to customize their products with a two-step configuration process, and once happy with the final look, they can spin, zoom, and inspect a product from all angles.

“By having Chaos Cylindo, we bring the website experience closer to the in-store experience. Allowing the customer to visualize and interact with the product in 3D increases the sales we can make,” concludes Hammond.

Allora 2 seater sofa

Leg finish

Upholstery

360 views of configured furniture

Customers can see realistic samples of custom pieces

Zoom in on the material

Minimize returns by ensuring customers get exactly what they want

2. Leverage Cylindo product imagery online and in print

Heal’s is also using Cylindo to populate product imagery across the website. With the 4K zoom feature, the team can easily snap product highlights and display them in high definition.

On top of that, Cylindo visuals come in handy for printed materials. “We also use Cylindo imagery for postcards and store leaflets,” adds Hammond.

By repurposing 3D visuals at different touch points and channels, Heal’s are able to make the most of their investment.

Since partnering with Cylindo, Heal’s has:

Increased conversion and add-to-cart rates on the website

Noticed a decline in return rates and order cancellations

Provided a consistent shopping experience across channels

Improved the customer experience

The results

The results of the Cylindo implementation on Heal’s website have been quickly visible. Product returns, which are often the biggest headache for furniture companies, have been reduced – while conversion rates have gone up!

We have noticed a decline in returns and order cancellations on our sofas and Designed by You (DBY) tables, which we believe Cylindo has contributed to. Additionally, the add-to-cart rate of products increased once we had Cylindo renders

Mark Hammond, Head of E-commerce, Heal's

Showcasing furniture with Cylindo has become a priority, especially for top sellers.

“For one of our key sellers, the sales of non-standard variants saw immediate growth once we displayed all colors and styles with Cylindo Viewer.”

The team at Heal’s also appreciates how Cylindo teams are always keen to go the extra mile.

“Another aspect that’s important to us is that our internal teams love working with Cylindo teams! Not only are they able to produce results that meet our high standards, but they’re also very enjoyable to work with. No issue or challenge is too big or small!” finishes Hammond.

Cylindo appreciates the partnership and looks forward to supporting Heal’s as both sides work on expanding their collaboration.

About Heal's

Heal's is the home of designer and contemporary furniture, homewares, lighting, kitchen, bed, and home accessories. Starting out as a mattress maker in 1810, Heal's has been designing and making quality furniture ever since. With over 200 years of tradition, Heal's is known for its talented designers and craftspeople who make comfortable, beautiful, and long-lasting furniture.