Strengthening a Retail Business and Increasing Customer Engagement

5 Minutes

Strengthening a Retail Business and Increasing Customer Engagement

John David

A prominent Australian retailer specializing in clothing, footwear, and home goods faced challenges related to a fragmented customer journey and operational complexity. To address these issues, the retailer partnered with Sparity to implement a comprehensive Unified Commerce Platform (UCP) aimed at unifying their in-store and digital customer experiences while streamlining operations.

Client: Australian Retail Company

Services: Application development

Year: 2024

Key Challenges:

  • Disconnected in-store and online interactions prevented consistent and personalized engagement.
  • Managing multiple systems for in-store, online, and mobile sales complicated data synchronization
    and hindered efficient operations.
  • Dependence on multiple tools increased expenses and slowed down processes.

Technologies Used

Sparity Solutions:

  • Sparity consolidated fragmented point-of-sale (POS), e-commerce, and mobile systems into a
    Unified Commerce Platform. This integration ensured real-time synchronization of customer,
    product, and order data across all channels via an API-driven architecture, providing a
    cohesive view of the business.
  • The UCP was configured to enable seamless browsing, purchasing, and returns by
    synchronizing cart, session, and order data across platforms. This approach provided a
    unified customer journey, whether in-store, online, or on mobile, enhancing overall
    customer satisfaction.
  • Various workflows, including inventory updates, order processing, and payment
    reconciliations, were automated to reduce manual workload. This automation improved data
    accuracy and increased operational efficiency, allowing staff to focus on higher-value tasks.
  • A mobile application was created and integrated with the UCP, granting in-store associates
    real-time access to customer profiles, loyalty points, and order histories. This capability
    facilitated personalized service and allowed for quick order modifications, enriching the
    customer experience.

Benefits:

  • Achieved a 25% increase in customer satisfaction through seamless cross-channel
    integration.
  • Personalized recommendations and targeted promotions led to a 20% boost in average order
    value.
  • Reduced operational costs by 15% through consolidated processes and automated updates.

Conclusion

By implementing a Unified Commerce Platform, Sparity enabled the client to deliver a consistent,
omnichannel shopping experience, reduce operational costs, and improve customer satisfaction and
revenue. This case illustrates how a strategic digital transformation can drive value in modern retail
through operational efficiency and enhanced engagement.