Client Challenge:

• SaSa, a leading beauty retailer in Hong Kong, faced significant challenges in delivering a seamless omnichannel customer experience due to disconnected membership systems for their ecommerce and physical stores, developed by different vendors. The lack of integration caused synchronization issues, inconsistent customer data, and a fragmented rewards system, leading to a disjointed customer journey.
• SaSa required a unified solution to integrate their online and offline CRM systems, enhance customer engagement, and drive loyalty while maintaining operational efficiency in a competitive retail landscape.

Our Solution:

Decoder developed a comprehensive middleware solution to integrate SaSa’s online and offline CRM systems, creating a cohesive omnichannel experience. Drawing on our expertise in digital retail solutions, the solution focused on real-time synchronization, customer engagement, and brand consistency. Key components included:

• OMO Membership System: Built a middleware platform to enable real-time synchronization of customer profiles across ecommerce and physical store systems, creating a unified rewards system for seamless point accumulation and redemption across channels.
• WhatsApp Integration: Implemented a WhatsApp-based customer acquisition and communication strategy, including eCoupon campaigns for personalized offers, driving traffic to both online and offline stores.
• Gamification and Social Engagement: Integrated Facebook Ads with gamified experiences, such as interactive challenges and rewards, to boost customer participation and social media engagement.
• Scalable Infrastructure: Designed a cloud-based system with robust APIs to ensure seamless data flow, high performance, and scalability to handle peak traffic during promotional campaigns.

Outcome:

• Seamless Customer Experience: The unified membership system enabled 100% synchronization of customer profiles, resulting in a 50% improvement in customer satisfaction with the rewards program across online and offline channels.
• Increased Engagement: WhatsApp eCoupon campaigns drove a 40% increase in online and offline store traffic, with 30% higher customer retention rates due to personalized communication.
• Boosted Sales: Gamified social media campaigns via Facebook Ads increased store visits by 35% and online sales by 25%, with 20,000+ customers participating in interactive experiences.
• Operational Efficiency: The middleware solution reduced data synchronization errors by 95%, streamlining operations and saving 30% in administrative time for CRM management.
• Strengthened Brand Loyalty: The cohesive omnichannel journey and engaging experiences led to a 45% increase in repeat purchases.