Digital Innovation in Retail: Improving shopping experiences for the modern customer
Overview.
A leading brand sought to elevate its operations and customer experiences. In partnership with Coforge, they harnessed the power of Pega to streamline processes, optimize training, and gain deeper customer insights. This strategic move led to a significant transformation, resulting in improved efficiency, enhanced customer satisfaction, and new growth opportunities. Discover how this innovative approach drove exceptional results.
The client was facing significant operational challenges, including outdated order placement systems, inefficient customer service training, and fragmented data silos. Legacy mainframe systems, siloed applications, and cumbersome processes hindered their ability to deliver seamless customer experiences and optimize operations. It was clear that a bold transformation was necessary to unlock the full potential of their business.
Solution.
Setting the stage for a fashionable future, Coforge mixed the magic of Pega’s platform with a flair for retail demands:
Vintage to Vogue: The Pega Customer Service™ solution was the secret ingredient in swapping clunky old systems for sleek, streamlined operations.
Bootcamp to Boutique: Transforming training from tedious to top-notch, the Pega Framework made customer service as refined as a personal shopping experience.
Panoramic Patron Peeks: Crafting a kaleidoscopic view of shopper interactions, blending account insights and purchase patterns into a masterpiece of convenience and care.
Checkout Chic: Reinventing the checkout charm with smoother flows, instant payment launches, and tight security, turning transactions into moments of delight.
The Impact.
60%
Efficiency Improvement
84%
Cost Savings
This digital makeover spelled out stunning results:
Outshone timelines with less custom fuss and more fabulous function.
Rocked a 60% boost in sleek efficiency thanks to Robotics and AI glam.
Bagged an 84% cut in costs within just three months, making ‘Start My Day’ the must-have feature of the season.
Amped up card processing by 10%, turning every swipe into a smooth move.
Bridged the gap between diverse style seekers and platforms, ensuring everyone’s on the VIP list.
Slashed the wait for that must-have item by 60%, because fashion waits for no one.
Key Fashion Forward Milestones
Savings Spree: Scooped up 84% in savings on order and payment elegance, proving chic can be efficient.
Quick-Start Catwalk: Trimmed training down by 20%, turning rookies into runway ready agents in no time.
Satisfaction Showcase: Tripled the cheers from happy shoppers, thanks to quick, knowledgeable service.
Lean Luxury: Cut down on the excess, streamlining operations without sacrificing the sparkle
