Case study
Venchi: Crafting an exclusive customer experience with omnichannel innovation
With Adyen’s solutions, the gourmet chocolate brand has built a seamless customer journey that bridges physical stores and digital channels.
From London to New York, Hong Kong to Dubai, Venchi represents Italian excellence. Founded in 1878 in Turin, the chocolate brand has expanded worldwide, with 150 stores across 70 markets. The recipe for success? Blending technological innovation with time-honored traditions.
"We’ve embarked on a digital transformation journey that touches every area of our global business – including sales, which span our physical boutiques, e-commerce, marketplaces, and social media." — Fabio Tormen, Chief Information Officer, Venchi
The omnichannel challenges
Today’s shoppers demand a seamless experience across every channel – whether online or in-store – where interactions are smooth, fast, and consistent.
"For us, the shopping experience is just as important as the high-quality products we sell. Our stores are designed to bring the 'Venchi experience' to customers around the world. Naturally, it’s crucial that this experience remains consistently exceptional across all touchpoints."
Fabio Tormen
Chief Information Officer, Venchi
Security and simplicity, all in one journey
Venchi’s customer journey effortlessly blends physical and digital experiences, with initiatives like its loyalty program and click-and-collect services.
"Every technology decision we make is centered around enabling a smooth omnichannel experience, which is why choosing the right partners is essential. We found the perfect setup with Adyen and Microsoft Dynamics 365 Commerce, allowing us to provide cutting-edge solutions worldwide, both in-store and online, all through a single platform."
Fabio Tormen
Chief Information Officer, Venchi
Payments are a crucial step in the customer journey, and today’s shoppers expect transactions to be fast, simple, and secure. "Adyen helps us deliver on these expectations by handling complexity behind the scenes with a unified payments platform that achieves an authorisation rate of over 95%."
Scaling internationally with speed
The brand has come a long way since Silvano Venchi opened his first store in Turin. Rapid international expansion is a key drive of Venchi’s growth, with new stores opening every month across different markets.
"With Adyen’s single-platform approach, we can enter new markets quickly and seamlessly. This allows us to scale efficiently while offering customers the right payment options for each geography and need. Our relationship with Adyen is a true partnership."
Fabio Tormen
Chief Information Officer, Venchi