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.
