Re-imagined customer experience by enabling seamless integration
Company Brief
Homes r Us is a leading home furniture and decor retailer with a strong online presence and brick-and-mortar stores across the world. They are committed to providing high-quality products and exceptional customer service to their loyal customers.
Client approached us to develop a pioneering solution for the mobile-driven marketplace. Our goal was to re-imagine customer experience by enabling seamless integration, robust data exchange, real time updates, and efficient communication.
Objectives & Challenges
In a dynamic mobile-driven marketplace, our client seeked to revolutionize the customer experience while effectively communicating. Overcoming challenges such as multilingual support, catalog management, and seamless integration, we aimed to empower their success and drive business growth.
Mobile-driven Marketplace: One of the key challenges is to cater seamlessly to both English and Arabic-speaking customers. This requires addressing the complexities of language localization and translation processes, ensuring that the mobile platform can effectively serve a diverse customer base with different language preferences. Capturing the potential of the mobile-driven marketplace necessitates enhancing performance and compatibility.
Reimagine Customer Experience: Efficiently managing a large catalog with over 25,000 products and 400 categories poses a significant challenge. Ensuring accurate and up-to-date information on product details, pricing, and stock availability requires robust catalog management processes and systems. The challenge lies in implementing a solution that puts the power back into the hands of the customers.
Effective Communication: Implementing processes and solutions for crucial customer interactions, such as registration, order purchase, order status updates, and delivery confirmation, poses a challenge. Ensuring a seamless and hassle-free communication flow throughout the entire purchasing process is essential for enhancing customer satisfaction and building trust.
Solution Approach
Our comprehensive solution addresses the challenges of a mobile-driven marketplace, reimagines the customer experience, and enables effective communication. It includes multilingual support, optimized mobile apps, catalog management, click and collect, SMS notifications, ERP integration, and third-party search integration.
Multilingual Support
Develop a comprehensive language localization feature to cater to English and Arabic-speaking customers, expanding the client's customer base and providing a personalized shopping experience.
Mobile Application Development
Create optimized mobile applications for Android and iOS platforms, offering a seamless and user-friendly shopping experience on mobile devices, increasing accessibility and convenience for customers.
Catalog Management System
Implement a robust system to efficiently manage a large catalog with over 25,000 products and 400 categories, ensuring accurate and up-to-date product details, prices, and stock availability. This enhances the customer experience by providing reliable and comprehensive product information.
Click and Collect Feature
Integrate the website with store or warehouse systems to offer a click and collect option. Customers can select their preferred store or warehouse and choose a predefined date and time slot to pick up their items, enhancing convenience and flexibility.
SMS Notification System
Implement an efficient SMS notification system for crucial customer interactions, such as registration, order purchase, order out for delivery, and order delivered. This ensures timely and personalized notifications, improving communication and keeping customers informed throughout the purchasing process.
ERP Integration
Seamlessly integrate the e-commerce platform with the client's ERP system, enabling real-time updates on product information, pricing, and stock availability. This integration streamlines operations, optimizes business processes, and ensures accurate and synchronized data.
Third-Party Search Integration
Enhance the search functionality by integrating a reliable third-party search provider into the website. This improves the search experience for customers, enabling quick and accurate search results, and facilitating product discovery.
Results
Streamlined Operations: Integration with an ERP system and efficient catalog management helped to easily access accurate and up-to-date product information, pricing, and stock availability, enabling smooth procurement processes and reducing time spent on manual tasks. Increase efficiency upto 50%
Improved Customer Satisfaction: The implementation of multilingual support, a user-friendly interface, and features like click and collect enhanced customer experience, ensuring convenience, ease of use, and timely communication, leading to higher satisfaction up to 20% and strengthened business relationships.
Language Switcher: Developed iOS and Android Mobile Apps for the UAE and Qatar region by incorporating features like language switcher. This enabled users to seamlessly switch between English and Arabic languages through a splash screen.