Client: A National Retail Chain
Industry: Retail
Services: Custom Software Development, Customer Experience Enhancement, Data Analytics
Background
The retail chain aimed to improve customer experience both online and in-store. They faced issues with disconnected systems, inconsistent customer data, and lack of personalized shopping experiences.
Objectives
To unify customer data, enhance personalization, and improve overall customer experience.
Approach
99 Technologies utilized a multi-faceted software development approach:
- Customer Data Integration: Unified data from various touchpoints to create a single customer view.
- Personalization Engine Development: Developed a software engine to deliver personalized product recommendations and promotions.
- Mobile Application Enhancement: Enhanced the existing mobile application to offer a seamless shopping experience with personalized features.
- In-Store Experience Improvement: Implemented software solutions to improve in-store navigation and customer service.
- Data Analytics and Feedback Loop: Utilized data analytics to continuously refine and improve customer experience based on feedback.
Results
The comprehensive software solutions led to marked improvements in customer experience:
- 50% increase in mobile app usage and engagement.
- 35% rise in in-store sales attributed to personalized promotions.
- 40% improvement in customer satisfaction scores.
- Enhanced customer loyalty as reflected in a 20% increase in repeat purchases.
Conclusion
By focusing on data integration and personalization, 99 Technologies significantly enhanced the retail chain's customer experience. This case study highlights the importance of custom software solutions in creating a cohesive and personalized shopping journey.
