Perfume’s Club presents its novelties. Perfume's Club launches VERA, a new virtual assistant developed by the engineers of the Mallorcan company, and which is part of its Technological Strategy 2026.
This plan seeks to boost the company's digitalization with a deployment supported by Génesis, a new ERP (enterprise resource planning system) developed entirely by Perfume's Club engineers, and by its renewed Customer Data Platform (CDP), where all data from the omnichannel operation of this ecommerce founded in Mallorca will be integrated.
The company highlights that the combination of internal talent and proprietary technology allows it to advance in the leadership of the selective market, offering a constantly evolving customer experience aligned with global innovation. In this context, VERA is positioned as a decisive step in its strategy, by seeking to reproduce in the digital environment a shopping experience similar to that of a physical store.
VERA, the virtual shop assistant of the future
VERA is a virtual assistant designed so that brands can accompany users throughout the entire purchase process: from product search to doubt resolution, incident management, or even the recommendation of related products when appropriate. The assistant has the ability to chat or speak aloud in natural language with the customer and is capable of locating which page they are on at any given moment and which products they are consulting, with the idea of accompanying the user during their purchase at Perfume’s Club.
VERA is focused on brands, which can contract this exclusive service from Perfume’s Club to improve their engagement with the client and increase conversion rates thanks to this assistant that transfers to online sales all the added value that sales assistants provide in a physical store, elevating the ecommerce experience until unifying the best of the physical and virtual world in the same ecosystem.
VERA transforms into an expert brand agent capable of indicating to the client personalized routines, comprehensive beauty plans and general advice to make the most of the products acquired at Perfume’s Club, becoming an ally of the user at the time of purchase and an expert brand agent that will allow suppliers to improve their positioning with an assistant that emulates the experience of having their own employee. Each brand will be able to train VERA so that the assistant understands its nature and objectives, as it would with the training of a human employee for a physical store.
In addition, VERA features a voice customer service aspect, responding to phone calls about incidents and order tracking, which it will manage autonomously to streamline processes and reduce the workload of Perfume’s Club professionals and its partners.
OSAC, the new customer service experience
Another of the novelties that are part of Perfume’s Club's new digitalization strategy is OSAC, a tool that fuses artificial intelligence with a visual covisor to replicate the shopping experience in a physical store in the digital environment.
In its case, OSAC is configured as a chatbot with the capacity to answer up to 99% of the queries that Perfume's Club customers usually make, streamlining the purchase process and reducing barriers that translate into a conversion rate higher than 10%, with an average response time of barely four seconds and direct revenues close to 20,000 euros in its first month in operation, according to data collected by the company.
Thanks to OSAC, customers can resolve their doubts by chatting with an assistant who has the ability to respond in real time, which paves the way for closing sales while offering the user support at the time of purchase, which is also complemented by VERA's capabilities to recommend products and assist customers in case of an incident.
Genesis for an integral management
These two virtual agents will be supported by Perfume’s Club's new digital ecosystem, which will be articulated around Génesis, its new and exclusive ERP, and a renewed Customer Data Platform (CDP) that will integrate all data from the company's different sales channels.
In this sense, Genesis is the new technological heart of Perfume's Club, offering total technological independence that allows achieving an unprecedented scalability capacity and absolute personalization of its business model.
Integrated data for leading
In parallel, Perfume’s Club has renewed its CDP (Customer Data Platform, in its English acronym) to unify the information coming from all sales channels in which it operates, such as web, app or customer service. The objective is to have combined information that offers a 360º vision of the business to be able to segment its sales and customer assistance strategies.
“Our Technology Strategy 2026 is the biggest digital advance we have carried out since the leap from physical stores in Mallorca to ecommerce, in 2009, and represents a paradigm shift in online commerce with technology developed in Spain and results that surprise from the first moment”, explains Gerardo Cañellas, CEO of Perfume’s Club.
Thanks to this strategy, Perfume's Club will achieve a greater degree of technological sovereignty, better optimized logistics management thanks to artificial intelligence and data integration, and better customer service through a value proposition totally personalized for each customer, raising the company's commitment to suppliers to ensure more efficient and sustainable growth at a key moment for e-commerce.