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Digital & User Experience

Accelerating Online Revenue Growth

Project Overview
Project Overview

Retailers are feeling the squeeze from consumers demanding better in-store and digital experiences. Our retail client saw the opportunity to improve their omni-channel operations by focusing on customer experience on their website and mobile app.

Results area
Results

The Concord team provided continuous improvements for our client’s website over the past five years by improving the technology underpinnings and customer experience. We implemented BOPIS with real-time storewide inventory, developed an overarching system integration and data strategy, implemented a data hub and integration CoE for data insights, and produced relevant dashboards to measure results. We also developed and maintained a mobile app and microsite dedicated to their various business lines.

 

As a result, our client enjoys the following benefits:

  • Single source of truth near real-time, self-service reporting and store dashboards, no shadow-BI
  • Improved customer experience and brand loyalty, 800% increase in digital revenue in last 4 years
  • Tremendous conversion during pandemic enabled by Curbside and BOPIS

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