Case Study
Omni-Channel Order Representation for a Leading Retailer
DigitalSprint optimized a global retailer’s eCommerce platform by migrating to GroupBy, reducing indexing time by 50% and boosting revenue by 18%. Enhanced search accuracy, improved cart sizes, and reduced abandonment rates transformed the customer experience.
The Problem
A leading retailer faced significant challenges with fragmented systems across web and mobile apps. Disconnected processes for installation services, repairs, and warranty claims created inefficiencies. Customers lacked a unified platform to manage purchases and post-sale services, leading to poor user experiences and a negative impact on brand loyalty.
The Impact
- Disjointed purchase-installation workflows caused operational bottlenecks.
- Repairs and warranty claims required data collation from multiple systems.
- The absence of a single-window view frustrated customers, reducing repeat business and damaging brand perception.
Our Contribution
DigitalSprint collaborated with the retailer to create a seamless omni-channel experience:
- Conducted a discovery phase to understand the business needs and define an optimized architecture.
- Developed a comprehensive omni-channel strategy to unify customer interactions.
- Built cloud-native microservices for scalability, reliability, and real-time data synchronization.
- Implemented APIs to enable smooth integration with frontend platforms.
- Migrated data from legacy systems to the new microservices architecture, ensuring a seamless transition.
The Benefits
- Provided a single view of all purchases across channels, enhancing transparency and convenience.
- Reduced manual work in post-sale support, improving operational efficiency.
- Enabled customers to create repair requests and claim warranties through a unified platform.
- Improved user experience and increased customer satisfaction, fostering repeat business and strengthening brand trust.
DigitalSprint’s innovative approach transformed the retailer’s operations, delivering a modern and customer-centric solution that drove measurable success.