Vivo Hair Salon and Skin Clinic Styles Up Ecommerce Growth with BigCommerce

SOLUTION

Opening the door to more possibilities.

Vivo chose BigCommerce for its open, API-first architecture, giving the team the flexibility to connect the systems it already relied on rather than redesign its business around a new ecommerce platform.

That flexibility represented a major shift. Instead of building functionality from scratch every time Vivo wanted to introduce new technology, the team could use APIs and integrations to move faster, experiment with new ideas, and continually evolve the customer experience.

“We were so restricted beforehand. Having BigCommerce suddenly available to us, it was like the gates opened and we were free,” said Smith. “There were no limitations when we were constantly like ‘No we can’t do this,’ and then suddenly it was like ‘Yes, we can do this.’”

BigCommerce also allowed Vivo to preserve the technology that was already working for the business. The team could connect existing systems first, then continue evolving its stack over time.

Rather than another platform Vivo would eventually outgrow, BigCommerce became a flexible foundation the team could keep building on.

Connecting every part of the customer journey.

For Vivo, ecommerce doesn’t exist in isolation. Customers might discover the brand through Google or social media, browse products online, receive an email or SMS, purchase through the website, or visit one of its salons. Increasingly, those journeys overlap.

“We used to have a clear online customer base and a clear in-salon customer base. Over the years, that’s become less segregated, and the customer journey is more intertwined,” said Smith.

With BigCommerce connected to its broader technology ecosystem, Vivo can create a more unified view of those interactions and use them to deliver more relevant experiences.

“It was really important for us to have one view of a customer across our business,” said Smith. “Whether that's them engaging with us on social media, online, or in the salon, we can see where they're engaging so that we can tailor our marketing and engagement with that client.”

One campaign shows that strategy in action. Vivo used social and search advertising to bring customers to its website, where BigCommerce promotional codes and Klaviyo helped track engagement. If someone visited but did not convert, automated SMS follow-ups continued the conversation. If they still did not engage, Vivo’s call center could step in with personal support.

That connected journey generated approximately 5,000 salon bookings during the campaign’s initial run, turning digital interest into measurable results for the wider business.

Keeping pricing polished across every channel.

With more than 80 salons and an ecommerce store, consistency matters. Vivo previously had customers walk into a salon after spotting a promotion online, only to find a different price in store.

To close that gap, Vivo connected BigCommerce with its custom-built ERP, creating a two-way relationship between two of its most important systems. BigCommerce now acts as the source of truth for ecommerce pricing, feeding updates back to Vivo’s salon network.

Whenever the team changes a price online, the new price is reflected across salon locations within 15 minutes. That means a customer who discovers a promotion on Vivo’s website can walk into a salon and expect to see the same offer.

“Because we have so many salons, there is an expectation that pricing is the same across online and in store,” said Smith. “Being able to streamline that pricing is a much better experience for our customers.”