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Customer Engagement Platform Enhancement for Retail Business

unosquare.com

Retail

Challenges in Personalized Customer Experiences

Global Retail Solutions Inc. struggles to deliver consistent and personalized customer experiences across all touchpoints (online, in-store, mobile). Their current systems lack a unified view of the customer, resulting in irrelevant marketing messages, inefficient customer service, and missed opportunities for upselling and cross-selling. Data silos prevent a holistic understanding of customer behavior, hindering targeted campaigns and personalized recommendations.

About the Client

Global Retail Solutions Inc. is a large multinational retailer specializing in apparel and home goods, operating both brick-and-mortar stores and an extensive online presence. They are focused on improving customer loyalty and driving sales through personalized experiences.

Project Goals

Implement a unified customer data platform (CDP) to create a single customer view.
Develop personalized marketing campaigns based on customer segmentation and behavior.
Improve customer service efficiency through proactive support and tailored responses.
Increase customer engagement and loyalty, leading to higher retention rates.
Drive sales growth through targeted product recommendations and promotions.

Functional Requirements

Customer data aggregation from multiple sources (eCommerce, CRM, POS systems).
Customer segmentation based on demographics, purchase history, browsing behavior, and other relevant data.
Personalized product recommendations and content delivery.
Automated marketing campaign orchestration (email, SMS, push notifications).
Real-time customer journey tracking and analytics.
Customer service agent tools with access to a unified customer profile.

Preferred Technologies

AWS (Amazon Web Services)

Salesforce Marketing Cloud

Adobe Experience Platform

Python

SQL

Integrations Required

Salesforce CRM
Magento eCommerce platform
Point of Sale (POS) systems
Email Service Provider (ESP)
Social Media platforms

Key Non-Functional Requirements

Scalability to handle large volumes of customer data and traffic.
High availability and reliability.
Data security and privacy compliance (GDPR, CCPA).
Performance optimization for fast data processing and real-time personalization.
Robust reporting and analytics capabilities.

Expected Business Impact

Implementing this customer engagement platform is expected to result in a 15% increase in customer retention, a 10% increase in average order value, and a 20% improvement in marketing campaign effectiveness within the first year. Improved customer satisfaction and loyalty will further contribute to long-term revenue growth.