The Challenge
A national retail chain with 340 stores and a nascent e-commerce presence was losing market share to both online-first retailers and digitally-savvy traditional competitors. Online represented only 8% of revenue despite the category averaging 25%.
The Omnichannel Gap
- Separate inventory systems for online and physical stores
- No buy-online-pickup-in-store (BOPIS) capability
- Customer data siloed between POS, e-commerce, and loyalty program
- Mobile app with 1.8-star rating and 2% of customer base using it
Our Approach
We led a 12-month omnichannel transformation unifying customer experience, inventory management, and data analytics across all channels.
Unified Commerce Platform
Implemented a composable commerce architecture connecting all touchpoints through a single order management and inventory visibility layer. Real-time inventory sync across all 340 stores enabled same-day pickup and ship-from-store capabilities.
Customer Data Platform
Deployed a CDP unifying customer identity across POS transactions, e-commerce behavior, loyalty program activity, and mobile app engagement. Created 360-degree customer profiles enabling personalized experiences across all channels.
Store Associate Empowerment
Equipped 4,200 store associates with tablets showing customer purchase history, preferences, and real-time product availability across the network. Associates can now complete online orders, arrange cross-store transfers, and provide personalized recommendations.
Results
The unified commerce approach drove growth across both digital and physical channels, disproving the zero-sum assumption. Customers who engage across multiple channels spend 3.2x more than single-channel shoppers.
We stopped thinking about online vs. stores and started thinking about customers. That shift in perspective, powered by the right technology, changed everything.
