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Omnichannel E-commerce Enhancement for Global Food Retailer

senlainc.com

Food & Beverage

eCommerce

Challenges in Omnichannel Retail Expansion

The client faced increasing competition in the digital space, requiring broader payment options, improved customer experience across channels, and more engaging loyalty programs to retain market share and adapt to tech-savvy consumer expectations.

About the Client

Multinational food retail company operating supermarkets, local stores, and online platforms across Europe and the United States

Goals for Omnichannel Enhancement

Implement a unified backend system for cross-country e-commerce operations
Integrate diverse payment methods to reduce transaction costs
Enhance loyalty programs to drive cross-channel customer engagement
Improve customer service through real-time support tools
Establish seamless third-party integrations for omnichannel consistency

Core System Functionalities

Unified SAP Commerce backend for multi-country operations
Multi-provider payment gateway integration (including Bancontact Mobile)
Loyalty program management with cross-channel reward redemption
Live chat support with user data collection
REST API integrations for third-party services (Google Maps, Salesforce)

Technology Stack Requirements

SAP Commerce

Confluent Kafka

Azure Event Hubs

REST API

Critical System Integrations

Payment gateways (Visa, Maestro, Mastercard, Bancontact)
Google Maps for address validation
Salesforce Marketing Cloud for real-time data exchange

Non-Functional Requirements

High scalability for peak transaction volumes
PCI-DSS compliance for payment security
99.9% system availability SLA
Real-time data synchronization across channels
Low-latency API response times (<200ms)

Expected Business Impact

Projected 9.5%+ quarterly growth in online grocery sales through enhanced payment flexibility, 56% increase in digitally engaged customers via loyalty program expansion, and 10.5% annual growth in total online sales value from improved omnichannel consistency and customer retention.