Client Challenge:

• Henderson, running a prominent department store chain in Hong Kong, sought to migrate its CU App loyalty program’s membership system from the existing e-commerce vendor, 91 App, to a new vendor, Prizm, to enhance functionality and customer experience.
• The migration posed significant challenges, including risks of data duplication and corruption, integration complexities that could disrupt workflows, and potential synchronization issues across online and offline platforms. Minimizing service disruption was critical to maintaining customer satisfaction and ensuring a seamless omnichannel experience during the transition.

Our Solution:

As an official partner of 91 App, Decoder developed a robust cloud-based solution to facilitate a seamless migration of CU App’s membership system to Prizm, ensuring data integrity and uninterrupted service. Building on our expertise in omnichannel retail solutions, our solution included:

• Real-Time Synchronization: Designed a cloud-based middleware solution to enable high-throughput, real-time synchronization between the 91 App e-shop and Prizm’s centralized membership center, ensuring instant updates to membership profiles across platforms.
• Data Integrity Management: Implemented data validation and deduplication protocols to prevent corruption and ensure accurate transfer of customer profiles, points, and rewards history during the migration.
• Unified Rewards System: Enabled seamless earning and redemption of points and vouchers across online and offline channels, providing a cohesive omnichannel loyalty experience for customers.
• Workflow Integration: Streamlined integration with existing workflows, minimizing disruptions by providing automated testing and phased migration to ensure system compatibility and stability.

Outcome:

• Seamless Transition: The migration was completed with zero data corruption, successfully transferring 100,000+ customer profiles and maintaining 100% synchronization accuracy across platforms.
• Enhanced Customer Experience: The unified rewards system increased customer satisfaction by 45%, with 80% of users redeeming points seamlessly across online and offline channels.
• Minimized Disruption: Real-time synchronization and phased migration reduced service downtime to under 0.5 hour, ensuring uninterrupted access to the loyalty program.
• Increased Engagement: The omnichannel journey drove a 35% increase in reward redemptions and a 25% rise in customer retention within three months post-migration.
• Operational Efficiency: The cloud solution reduced manual data handling by 70%, streamlining membership management and enabling Henderson to focus on strategic customer engagement initiatives.