Unifying Customer Experience and Boosting Loyalty with Mobile Commerce

About the Client

Mobile App

This article describes a real-life project. However, we cannot disclose our client’s name for privacy purposes.

Our client is a leading manufacturer and fashion retailer with multiple sub-brands ranging from formal menswear to pajamas and sportswear. They cater mainly to middle-income Vietnamese professionals looking for elegant, modern looks with high comfort. As a pioneer in the Vietnamese formal fashion market for over 10 years, the company has established a strong brand reputation and achieved success with over 300 physical stores and 1000 showroom locations across Vietnam.

Project Overview

Industry

Retail & eCommerce

Technology

Magento, Flutter, Microsoft NAV, LS Retail

Country

Vietnam

Duration

9 months

Challenges

Develop an online sales channel for tenants

With digital transformation on the rise and increasing competition, our client, like many others, approached Rikkeisoft to accelerate their digital transformation. One of their key objectives was to optimize their sales distribution channels, which are the most essential part of their retail business.

Our client had more than five brands for formal men’s fashion, women’s pajamas, sports clothes, and casual wear. Although each brand was strong on its own, they lacked connectivity with each other, which could result in missed sales opportunities & block the potential to increase customer lifetime value. For example, while a loyal fan of one brand, a customer might know nothing of the others, thus, might not purchase from them.

Solution

Unify All Brands Under One Mobile App

To address these challenges, Rikkeisoft developed a mobile commerce app that enables customers to shop from all five brands within one application. Customers can easily switch between brands to find their desired pieces, and the overall user interface and user experience design is consistent across all brands. Additionally, a shared checkout cart and account were implemented so that customers could make purchases from all five brands within a single transaction. Consolidating all five brands was expected to increase conversions by encouraging customers to purchase more from all the brands under the client’s ecosystem.

Loyalty Points to Encourage Repeat Purchases

We also installed a points-rewarding system to amplify the sales benefit of the new all-brand-in-one mobile app. The loyalty system enables users to earn and redeem points across all five brands, incentivizing them to stay within the ecosystem and make more transactions.

POS Integration for an Omni-Channel Experience

To deliver a unified customer experience from online to brick-and-mortar stores, we integrated LS Retail’s POS solutions with the client’s existing eCommerce websites, mobile apps, and ERP. The system made it easier for businesses to draw insightful data from physical store purchase history and tie all critical data points (such as loyalty schemes and membership data) from all sources together. This integration has opened up numerous opportunities for the client to increase their digital sales, from actionable business analytics to more flexible payment methods such as buy-online-pick-up-in-store, as well as streamlined operations and inventory management.

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Increase in repeat purchase

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Increase in transactions using BOPIS

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Customer Satisfaction Score

Result

The implementation of our solutions has resulted in positive improvements in the client’s sales. They have seen a 28% increase in repeat purchase ratios and a 153% increase in transactions using BOPIS.

The project was graded 93 out of 100 on Customer Satisfaction Score, with the client looking forward to developing new system functionalities with Rikkeisoft.

We will continue to monitor the latest metrics and provide updates on how our solutions are working for our clients over time.