Digitization of the personalized praline selection at Neuhaus

With a heritage dating back almost 170 years, Neuhaus is known as a leading Belgian praline maker with over 750 outlets worldwide. Their reputation revolves around high quality, craftsmanship and unforgettable customer experiences.

While the physical stores continue to flourish as cornerstones of the brand, Neuhaus has seen significant growth in online sales in recent years, especially during the COVID-19 pandemic. In 2017, the company decided to revamp their webshop to strengthen its online presence and develop innovative ways to engage customers.

However, a challenge remained: how could the company translate the charm and pleasure of choosing chocolates at the counter into a digital environment? With that challenge, Neuhaus knocked on the door of competence center FORWARD. 

This led to the development of the "Fill Your Own Box" (FYOB) experience – an innovative solution that offers customers the same creative freedom as in-store, but through an easy-to-use online interface.

Neuhaus approached FORWARD with a clear vision: to transform the physical interaction of praline selection into a digital premium experience. This required a solution that was not only technically sophisticated, but also reflected Neuhaus' brand values – quality, luxury and craftsmanship – at every level.

The "Fill Your Own Box" functionality has now been launched in four languages (Dutch, English, French and German) and serves customers in 20 European countries. The project has not only contributed to the growth of online sales, but has also further enriched Neuhaus' brand experience by offering customers a new, interactive way to choose their chocolates.

Xploration

Neuhaus wanted to translate the unique experience of praline selection in their boutiques into an intuitive and luxurious online experience. So they needed a scalable, visually appealing and technically advanced solution that reflected the brand's premium look online.

Our solution 

Competence center FORWARD developed the "Fill Your Own Box" functionality: an intuitive, visually attractive and scalable online tool that allows customers to effortlessly personalize their praline selection. 

Result 

The "Fill Your Own Box" functionality has been successfully launched in four languages and serves customers in 20 European countries, contributing to growing online sales and a strengthened brand experience. Customers now enjoy a seamless, personalised praline selection that perfectly reflects Neuhaus' luxury and craftsmanship.