The client wanted their customers to have a standard, holistic customer experience across their stores. Having started as brick and mortar stores, the client found it tough to continue operations within a traditional/digital model. Running a multi-brand store involves the tight coordination of many functions like Inventory, Pricing, Billing, POS, Returns, Customer Support.
The client also runs various back-end application software that controls various aspects of store operations. With newer customers pouring in and out of their 1800 stores, the client wanted to stabilize, streamline, and provide a consistent, personalized store experience for all their customers across every interaction. They were also keen to digitize most of their transactions for frictionless customer experience.
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