A leading US-based luxury watch retailer struggled with an outdated technology stack that limited their overall flexibility and scalability. This hindered them from implementing a strategic roadmap for digital transformation, fuelling superior customer experience (CX) across e-commerce channels, and shifting to a future-ready architecture to drive innovation.
Salesforce B2C Commerce
OMS for Retailers
The shoppers’ experience has gone from brick-and-mortar to online in the past four decades. Luxury retail consumers today want hyper-personalized experiences from recommendations to rewards and milestones with the brand they interact with – urging retailers and eCommerce giants to reimagine their business operations. However, many businesses still struggle with outdated infrastructure, siloed data and processes, and a lack of future-centric vision supported by advanced digital technologies.
Revolutionizing customer experiences narrows down to three major objectives today – providing frictionless experiences, nurturing meaningful customer relationships, and selling anything, anywhere, anytime. Simply put, the need of the hour is a comprehensive platform with 360-degree visibility into the order cycle and customers’ purchase journeys, leading to faster delivery times, improved service levels, and elevated CX.
Faced with similar challenges, our client, a leading luxury watch retailer, sought to enhance their overall customer experience (CX) across their eCommerce websites. This is because their erstwhile technology stack was not scalable or flexible enough and limited their capacity to adapt to market changes, resulting in fragmented online shopping journeys. This meant a hindrance to discovering new revenue streams and innovative customer journey approaches, as well as falling behind in brand marketability and reputation. To overcome these issues, they sought expert guidance on identifying a target technology stack to support their vision – a more agile and responsive digital environment. This is where Bosch SDS stepped in and suggested the transition towards a headless and composable application architecture.
Our experts at Bosch SDS did a thorough analysis of the luxury watch retailer’s organizational landscape, from the unique challenges they faced to the advanced technologies they needed to elevate their CX. Our decades of expertise in strategy consulting, technology solutions, and implementation enabled us to devise a holistic approach that could help the firm overcome critical roadblocks in customer experience, scalability, and technology flexibility – designed to align with the retailer’s long-term business goals. Besides equipping them with the tools needed to thrive in a competitive luxury eCommerce market, our other initiatives involved: Bosch SDS guided the client to adopt the following measures:
By adopting Bosch SDS’ consulting-led approach, the retailer was able to navigate the complexities of modern eCommerce and implement a future-ready solution. This comprehensive strategy not only focused on optimizing the customer journey but improving operational efficiency as well. As a result, the retailer realized significant benefits stemming from measurable improvements in customer engagement and internal processes.
20% faster time to market
10% improved customer experience
Streamlined IT operations
Enhanced operational efficiency
Agile, long-term and comprehensive transformation roadmap
Higher customer satisfaction and engagement
With a focus on enhancing the customer experience, Bosch SDS empowered their client to traverse beyond the numbers – through integrated solutions that optimize operations, streamline inventory management, and enhance supply chain efficiency. Our strategic partnership, backed by a comprehensive implementation roadmap, enabled the retailer to embed a data-driven culture into their organizational fabric, streamlining their operations, elevating business decisions, and driving hyper-personalization across all brand-customer channels. Through our headless, composable application architecture, our client could now easily integrate new, scalable, and flexible technologies and features, such as AI-powered personalization or augmented reality experiences, to fuel innovative, omnichannel customer journeys. By embracing digital transformation, the retail company has strengthened its competitiveness and is better positioned today to compete with established brands and emerging DTC players.
