Summary

Context of the project

Groupe CH

How Canada's leading entertainment company puts the user at the heart of its digital ecosystem? Explore how Groupe CH implemented a user-centric PIM system and MACH infrastructure. This case study showcases enhanced UX strategies and impressive results, including increased engagement and session rates.

Black and white collage of images representing sports and cultural events, illustrating a customer-centric digital experience for Groupe CH.

A new digital experience that aligns with the expectations of various audiences.

Groupe CH selected O2 Commerce to revamp several major festival websites in Canada, with a focus on customer-centric digital experiences. Using the right tools, we built a scalable, content-driven ecosystem that supports current and future needs.

A key part of the project was implementing a PIM system for centralized artist information management and real-time synchronization across platforms. We also enhanced the UX strategy, prioritizing search relevance and a standardized customer journey while maintaining each brand’s unique identity.

Partners in this project

Image Image Image Logo of Algolia - Technology partner of O2Commerce

About Groupe CH

The leading sports and entertainment organization in Quebec, owning the Bell Centre, the Montreal Canadiens Hockey Club Inc., and the Laval Rocket.

Cultural and entertainment division: evenko and L’Équipe Spectra, managing events, festivals, and venues.

Over 1,500 shows, festivals, and events each year.

Amélie Poirier
Amélie Poirier
Project Manager at Groupe CH

Working with O2 Commerce has allowed us to reinvent our digital ecosystem, providing a seamless and immersive experience for our users. The centralization of data and the optimization of customer engagement have significantly enriched our relationship with festival-goers.

Image Image Image Osheaga-Logo Image Image Heavy-Montreal Montreal-en-lumiere-groupe-CH

Challenges

  • Reinvent the customer experience by simplifying access to information, thus fostering discovery and engagement.

  • Make the customer journey seamless and intuitive for a frictionless experience.

  • Place content at the heart of the platforms to create a captivating and engaging immersion.

  • Develop a nearly fully configurable platform for the Groupe CH team.

  • Enhance cross-sell and upsell strategies to increase customer value and sales opportunities.

Merge technology and emotion for a captivating customer experience

To showcase our diverse range of events, we crafted an immersive and content-rich platform dedicated to festivals and artists. From the first click, users are immersed in a captivating experience that begins well before the festival itself. With the Algolia tool, we enhanced the search functionality of the sites, making them smarter and more intuitive through automated rules.

Discovery tools and cross-selling personalize each interaction, offering recommendations based on user behavior and thereby increasing each customer’s lifetime value. The UX/UI design was meticulously crafted to ensure smooth and immersive navigation, perfectly tailored to each artistic universe and respecting the entities’ branding guidelines.

By working closely with the Groupe CH team, we developed digital experiences that strengthen the connection between fans and the brand, driving exceptional engagement. This synergy between technology and emotion redefines the customer experience, propelling our platform beyond mere transactions and establishing it as a leading player in Canada’s entertainment landscape.

Results: +72% engagement rate

(sessions over 10 seconds, 2024 vs. 2023)

Build a MACH infrastructure to support current and future digital requirements

In a context where digital requirements are rapidly evolving, having a robust, scalable, and data-focused technological architecture is essential. Our client’s solution is based on a MACH (Microservices, API-first, Cloud-native, Headless) approach to meet their needs. By building the foundational pillars of a data-oriented composable architecture, we created a reusable base for multiple use cases, optimizing flexibility and operational efficiency. Thus, we developed a nearly fully configurable platform for our client.

We selected the best available tools, such as Vercel for APIs and Contentful as a Headless CMS to manage the various platforms. This approach enables the reuse of business rules across these platforms, creating a modular, flexible, and autonomous infrastructure for the teams.

For example, a specific component or block designed for a festival website can be easily reused for managing performance venues. This modularity ensures not only optimal and sustainable management but also scalability of the infrastructure.

The result of this transformation is an infrastructure that ensures better management, effective reuse of components, and a memorable user experience, while being ready to adapt to future needs. This strategy enables the creation of value for users through enriching and optimal digital experiences, thus solidifying our client’s position as a leading technological innovator.

+69% users (2024 vs. 2023)

A PIM system for smooth and centralized management of artist information

Faced with the complex management of 1,500 events and a vast directory of renowned artists, our client made the bold choice to integrate a PIM (Product Information Management) system with the Akeneo solution. This approach centralizes data into a single repository, facilitating precise categorization of products, including artists, venues, and events.

For example, to enhance the user experience, we integrated an exclusive feature that links artist profiles to their Spotify IDs. This integration allows users to explore their favorite artists’ music without leaving the platform, providing an immersive product experience where each renowned artist is presented as a unique product. This encourages users to dive into each artist’s world while discovering new talents.

Through this integrated and personalized approach, our client has successfully transformed artist management into a seamless and captivating experience for its users.

Results: +80% sessions

(2024 vs. 2023)

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