Problem Statement

The retailer’s fragmented data infrastructure made it difficult to provide consistent omnichannel experiences, such as buying online, pick up in-store (BOPIS). Siloed systems resulted in inventory visibility issues, fulfillment delays, and inconsistent customer experiences across online and physical stores.

Key Challenges

• Siloed data across multiple systems

  prevented a unified view of customer interactions.

• Limited integration between online and offline channels

  led to inconsistent shopping experiences.

• Inability to support BOPIS and flexible fulfillment options

  reduced customer convenience.

• Inefficient inventory visibility

  caused stockouts and order fulfillment delays.

Solution Implemented

• Implemented a customized AI-Native Customer 360 solution : to unify data across on-premises, cloud, and third-party systems.

• Enabled BOPIS and real-time order tracking,: improving customer convenience.

• Provided real-time stock availability : across all locations to enhance order fulfillment.

• Leveraged connected data : to deliver personalized product recommendations and targeted promotions.

• Built a scalable system : to support future omnichannel innovations and evolving customer demands.

Business Impact

• 24% increase in online sales by

  delivering a frictionless shopping experience.

• 31% improvement in customer satisfaction

  through more convenient and flexible purchasing options.

• Significant reduction in stockouts and fulfillment delays,

  enhancing operational efficiency.

• Strengthened brand loyalty by

  offering a seamless, personalized shopping journey.