Dermalogica is the world’s leading skincare brand for professionals sold in over 100 countries. In 2019 RHi Digital & Creative was appointed as part of a multi-disciplinary agency team to re-develop the South African eCommerce store and implement ZOHO ONE as the marketing and business automation platform for the project.


Website UX/UI Design

RHi Digital & Creative redesigned the entire website interface and layout with a particular focus on e-Commerce shopping experience improvement, Dermalogica’s concept stores, and professional skincare partners. Ongoing UX/UI work continues to keep the store fresh and introduce new features. The website was developed on Mangento2 by Magento experts Monetise, with whom we continue to work closely on this project.


CRM Integration

The Dermalogica store is deeply integrated with ZOHO ONE which facilitates all customer transactions, demographics, and site usage data to feed into the CRM platform. This allows Dermalogica to segment Leads and Customers and triggers a series of automated emailers to entice new users to start buying and existing users to buy more frequently.


Intelligent Chat & Helpdesk Automation

Dermalogica runs a multi-website, multi-department live chat environment powered by ZOHO SalesIQ. The customisation provided by RHi Digital & Creative facilitates smart routing of customer queries to specific departments such as Customer Care Support or Skincare Support. In addition, any live chat that can not be answered immediately is converted to a support ticket and routed to ZOHO Desk where agents can track, respond, and ultimately close support tickets.


Maximising the use of ZOHO ONE

With over 40 integrated applications, ZOHO ONE provides a unique set of applications that can help any business turn itself into a digital leader. With our support, Dermalogica has migrated various manual business processes and created new virtual services with the help of the platform. This includes the ability to book a virtual consultation with a therapist using ZOHO Bookings, trigger automated customer satisfaction surveys via ZOHO Survey, and using survey results for further audience segmentation and marketing automation processes.


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