Press Release

epoq Identifies Shop Customer Needs and Supports Digital Development at Fackelmann


Ettlingen, June 3rd 2020 – epoq internet services GmbH, the expert for online shop personalization, is supporting Fackelmann, the leading company for kitchen and household aids and baking tins, in its digital development within the online shop by specifically identifying and fulfilling shop customers’ needs.



Personalization as an important component for digital development along the shop customers’ needs


For more than 100 years, Fackelmann – the traditional German company for kitchen and household aids as well as baking tins – has always responded to the individual requirements of customers with its diverse product range. This is one of the reasons that make Fackelmann one of the leading companies in the household sector with a brand awareness of 80%. In addition to products that meet the needs of the customers, the online shop is also to be geared to the individual requirements of each shop customer. Customers should quickly find what they are looking for and be inspired by additional articles on their way to completing their purchase. To achieve this, epoq uses its AI-supported personalization, depending on the needs and customer journey phase of the individual shop customer. “We always have our finger on the pulse of the times with a high level of innovation. Personalization is therefore an important component for us in driving digital development forward,” says Lutz Danhof, Head of E-Commerce at Fackelmann.



Orientation and inspiration as the first personalization measure for digital development


“At epoq, we take the path of identifying customer needs and responding to them individually. To do this, we look at the individual phases of the customer journey and respond specifically to the respective needs”, says Thorsten Mühling, CEO of epoq. If a shop customer is searching for a product, it is important to offer them orientation. The intelligent search function, epoq Search, responds to this need and guides shop customers quickly and easily to their desired product. In addition, relevant recommendations via epoq Inspire at various points in the online shop provide buying impulses that match the shop customer’s particular buying interests. In doing so, the shop is meeting the customer’s need for inspiration, which is all the more present as the customer willingness to buy increases. “We are convinced that the personalization of epoq will enable us to drive forward our digital development and thus offer our customers a more individualized purchasing process,” continues Lutz Danhof. Thus, in addition to product experiences, the Fackelmann online shop creates shopping experiences that also have a positive impact on sales.



About Fackelmann

The Fackelmann GmbH & Co. KG from Hersbruck northeast of Nuremberg is one of the world’s leading companies for kitchen and household aids and baking tins. Founded in 1948 by Sebastian Fackelmann, it built on the business of his father Heinrich Fackelmann, who had been selling kitchen articles as a sales representative since 1919. Since the 1960s, Fackelmann has also been manufacturing bathroom furniture, and the company has also grown strongly through acquisitions and internationalization. Today Fackelmann has over 40 business units worldwide.


About epoq internet services GmbH


epoq internet services GmbH provides its customers with a unique software suite for the holistic personalization of digital commerce. With modular, customized services based on artificial intelligence, epoq creates unique shopping experiences along the entire customer journey. The online shoppers receive orientation, advice and inspiration when online shopping. After the purchase, they are provided with relevant shopping news in real time in their personal shopping area, prompting them to visit the online shops daily. In addition, online shoppers are kept up to date with personalized e-mails and thus stay in touch with the online shop.


Tatiana Solarte

Communication Manager

+49 (0) 7243 / 20 01 320

Anna Marlen Ihle

factum – Ehrliche Kommunikation

+49 (0) 89 / 80 91 31 7-41

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