‍Challenge : 

The home furnishings chain group struggled to meet modern customer expectations due to outdated siloed systems that were hard to update and didn't match fast-paced retail. It needed to adapt to changing consumer preferences for online/offline shopping and expand into new markets like food, digital products, financing, entertainment, and fitness. The company needed a versatile operating platform to win in these markets.

In order to stay relevant in the changing retail landscape, the company recognized the need to modernize its traditional enterprise system. This involved adapting to the shift in consumer preference for omnichannel shopping, where customers expect a seamless experience across both online and offline channels. To meet these expectations, the company set up its physical stores with demonstration items only, allowing customers to order products through their mobile devices.

The company has also diversified into various non-traditional markets, including food service, digital product sales, financing, entertainment, and fitness. To succeed in these new markets, the company needed to develop a business ecosystem in the home/life space and a versatile operating platform that could effectively manage all of its operations. With these changes, the company aims to stay ahead of the competition and continue to grow in the dynamic retail industry.

‍What we did

By implementing Cloudseed's innovative retail mid-end omni-channel solution, the company was able to enhance its marketing strategies and initiatives. Furthermore, it facilitated the smooth separation of one of the company's entities for a stock market listing, while retaining the original ownership structure for the remaining portion.

Additionally, we constructed a financial capability that encompasses the entire process from placing an order to making payment and established a customer loyalty program that involves enrolling members and accumulating and redeeming loyalty points. The marketing system we put in place also facilitates member acquisition through various channels such as other brick and mortar stores, online stores, and social media platforms.

The order system brings together various business orders for streamlined management and monitoring. This system enables the creation of more in-depth customer profiles by gathering and examining data.

The integration of these systems creates a seamless and advanced process, contributing to the company's growth and increased efficiency by driving sales.

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New retail mid-end omni-channel solution

Our latest retail solution caters to the mid-market and is an omni-channel platform that leverages Alibaba's Cloud technology. It boasts an open architecture and exceptional scalability, enabling seamless data and service sharing.

Flexible loyalty system framework

A versatile framework for a loyalty program has been developed by breaking down various customer business scenarios. This framework is capable of accommodating various promotional initiatives. Additionally, the employees can manage all interdepartmental requests, such as human resources and finance, through the use of a widely used office chat application.

Through constant communication and collaboration, we instilled a culture of digital flexibility and education, empowering the client's staff and partners to understand and adopt new technologies. Our ongoing efforts towards digital evolution have also introduced the company to innovative business techniques and cutting-edge technology systems. The most notable impact of our work has been the awakening of the client's appreciation for open-mindedness and change.

The teams also presented the transformation as an adaptation to the evolving market landscape, which fostered employee engagement and involvement.

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‍Results

The new retail omni-channel platform was a game-changer for the company during the promotion period. It helped the company tap into new markets and reach a larger customer base through its multiple channels, leading to an increase in sales. The platform generated several hundreds of thousands of orders, which was a significant increase compared to previous periods.

The platform also allowed the company to acquire a large number of new digital loyalty memberships. This was a crucial step in building a strong relationship with customers and retaining their loyalty. The loyalty program incentivized customers to make repeat purchases, which helped to drive sales even further.

The platform also helped the company implement internet marketing campaigns at new physical stores. This was a cost-effective way of reaching a larger audience and promoting the company's products and services. The campaigns were well-received by customers and helped to drive traffic to the new stores.

Finally, the platform supported marketing, promotions, and sales across existing physical stores. This helped to drive sales and improve the customer experience. The platform provided a seamless shopping experience for customers, allowing them to purchase products online and pick them up at a physical store, or vice versa. This flexibility helped to drive sales and improve customer satisfaction.

In conclusion, the new retail omni-channel platform was a critical factor in the success of the company during the promotion period. It helped to increase sales, acquire new customers, and improve the customer experience.

The milestone project of the new retail omni-channel showcases the strength of Cloudseed's new retail middle platform and aids the company in its overall digital transformation of people, products, and locations.