Omnichannel excellence
Towards an omni-commerce and data-centric architecture.
The need
A beauty industry leader wants to create a consistent customer experience across all channels by modernizing its online sales platform and adopting an agile, data-driven, and customer-centric approach.
The main objectives of the mission were:
- Improve customer experience and increase customer satisfaction
- Increase online sales
- Ensure digital scalability
- Support store transformation.
The partnership with Velvet is based on a shared vision, focused on omnichannel and improving the customer experience through digital and data.
Modernization of the commerce platform and omnichannel capabilities
In close collaboration with internal teams, we successfully migrated from SAP Hybris to SAP Commerce Cloud while retaining essential site functionalities. To enable an omnichannel approach, we also helped define, choose, and integrate an order management system (OMS) that efficiently manages orders, stocks, and deliveries across all channels, ensuring a consistent and seamless customer experience.
Data-driven decisions
To adopt a more data-driven approach, we supported our client in setting up dashboards and analyzing data. We also facilitated the transition to GA4, the latest version of Google Analytics, for advanced data collection and deep understanding of user behavior on the site, allowing us to respond to changing customer needs.
Digital transformation of stores and customer service
To enhance customer satisfaction, we collaborated with our client to improve their customer service, including implementing SAP Service Cloud, a claims management portal, and a dynamic FAQ on the site, offering customers a personalized and responsive support experience. Our team also supported the process of changing the cash register tool to enable smoother transactions and integrate new features.
