A market place application for a premier supermarket chain
The tablet app connects the supermarket stores with the customers to sell their varied services
The client is a leading supermarket chain from the USA, having 40 grocery stores in Southern California. They sell fresh vegetables, meat, grocery, bakery products, etc. to their customers. Besides food products, the client offers different services to the customers that involve check cashing, money order, utility bill payment, microloans, insurance, top-ups, and wire transfer. They have a large customer base who consumes these services frequently.
What were the challenges of the client?
The client used to manage their customers, products, and services information in a web-based system. They encountered several challenges with their existing system as it was not flexible, automated and scalable to perform their daily operations on the go.
The system allowed to enter very basic and limited information about the customers
The same user registered in the system multiple times from different stores. So, customer identification became tough as the same user had multiple profiles
The manual check cashing process was too lengthy and inefficient that it took 3 to 4 days to get the check deposited and credited in the client’s bank account
Delay in check cashing affected the revenue reconciliation process
As the system displayed multiple profiles of the same user, there was no clarity about the number of transactions carried out by an individual customer
How Credencys helped the client in addressing the challenges?
Credencys developed a tablet application that has simplified the registration flow and digitized the check cashing process for the store associates and managers. The app is specifically designed for the SAMSUNG Galaxy tab S4 Portrait view only. To address the client's challenges, we have
- Redesigned the customer registration flow to create one single identity for each unique customer
- Integrated web-based software with tablet app so the store associates and managers can have a holistic view of the customer’s profile
- Implemented digital check cashing process to reduce the check deposit time and boost the revenue cycle
Key features of the application
Simplified customer registration process
The web-based system did not allow associates/managers to validate whether the customer is registered in the software or not. This resulted in, the same user registered in the web application multiple times from different stores and he/she had different profiles with varied data.
No room for customer profile duplicated anymore as the app creates each profile with one single identity.
Using KairOS, Credencys implemented a face recognition feature in the tablet app. The associates/managers can create a customer’s account by detecting his/her face. Next time, when the customer visits the store, associates/managers can identify the customer while registering him/her in the system as the app checks whether the customer photo matches in database or not. It helps to stop profile duplication.
Customer identification becomes more accurate, quick and effective with facial recognition.
Integrating Twilio SMS API, we send real-time SMS to the customers during the check cashing process. The customers receive SMS for phone number verification (OTP), Terms & Condition link while accepting preference, and disbursement receipt/pdf link.
Keep the customers updated with important information about their accounts in real-time.
Check cashing is the main service that generates tremendous revenue for the client. Credencys has transformed the manual check cashing process by implementing a digital workflow. Associates/managers can scan the check and submit the soft copy to the bank on the same day. Once the bank receives a scanned copy of the check, they credit the amount in the client's account on the same day or next day.
The manual process was taking 3 to 4 days to credit a check in the client’s account. The app performs the same process in one day with a completely digitized process.
When the associates register or re-register the customers, the app validates whether the customer is listed in OFAC (The Office of Foreign Assets Control) record. Moreover, the app restricts the customer to register with the organization as he/she is not allowed to do business in the United States.
Ensures the organization that they are not doing business with specially designated nationals or blocked person.
Customer data platform
The customer profiles are stored and managed using the Customer Data Platform of Pimcore. It enables the client with centralized customer data management where they can manage customer information in a standardized and structured way. Associates/managers can have a single and holistic view of the customer’s profile in one go.
Customer Data Platform allows the client to have a clean, consistent and unified view of individual customers.
Digital asset management
The client can store and manage customer photos (clicked during the registration process), scanned ID proofs (valid by the US Government), identity proofs, scanned pictures of checks, etc. in use Digital Asset Management (DAM) offered by Pimcore.
All the digital media assets available, all the time – on a global scale through centralized digital asset management.
Key results achieved through the app
Previously, the check cashing process was taking three to four days. It is reduced to one day after the implementation of the new app.
Business impact/benefits of the app
Accelerated revenue cycle
With the tablet-based app, the client was able to reduce the check cashing process. Digitization has eliminated the time of visiting the bank and depositing the check to get the amount credited in the client's account. Submitting the scanned copy of the checks, now the client can receive money in their account on the same day or next day.
Elimination of user profile duplication
With centralized customer data management, all the 40+ stores of the client can access all the information about individual customers. Face recognition helps them to identify the customers and track their profiles. So there is a complete elimination of the same customer or profile duplication.