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Integrated Omnichannel Retail Platform with Enhanced UX for Do It Center

koombea.com

Retail

eCommerce

Challenges with Legacy E-commerce Platform and Fragmented Customer Experience

Do It Center's outdated e-commerce solution suffered from a clunky user interface, limited functionality, and technical dependencies on third-party vendors. The platform's inability to support omnichannel integration, capture meaningful analytics, or enable rapid marketing promotions hindered online sales growth and customer satisfaction.

About the Client

Panamanian home improvement retailer with 25 locations and 28 years of market presence, seeking to unify online and offline customer experiences

Objectives for Enhanced Omnichannel Retail Experience

Implement a unified commerce platform integrating online and offline operations
Create an intuitive, conversion-optimized user experience across all channels
Enable real-time inventory visibility and centralized order management
Support personalized marketing through customer data utilization
Reduce dependency on external developers for routine updates

Core System Functionalities and Key Features

Unified inventory management across 25+ physical stores and online channels
Streamlined checkout process with multiple payment options
Product subscription service for recurring purchases
In-store pickup functionality for online orders
Personalized product recommendations and promotions
Wedding gift registry (Gift Table) feature
Real-time analytics dashboard with marketing KPI tracking

Technology Stack Requirements

Shopify Plus

React.js

Node.js

GraphQL

Critical System Integrations

Point-of-sale (POS) systems for all physical locations
Enterprise resource planning (ERP) software
Customer relationship management (CRM) platform
Third-party logistics providers
Marketing automation tools (email/SMS campaigns)

Non-Functional Requirements

Platform scalability to support 500% traffic spikes during promotional events
99.9% system uptime SLA
PCI-DSS compliance for payment processing
Multi-language and multi-currency support
Mobile-first responsive design with <2s page load times

Expected Business Impact and Performance Metrics

Implementation of the new platform is projected to reduce bounce rates by 90%, increase average order value by 500% compared to physical stores, and achieve a Net Promoter Score (NPS) of 70+ within six months. The solution should enable 75% of online customers to utilize in-store pickup options while improving operational efficiency through centralized inventory management.