Client Profile:
A specialty home goods retail chain with 87 locations across 23 states and an e-commerce platform generating 34% of total revenue. With annual sales of $310 million and approximately 1,200 employees, the company had grown rapidly over the previous five years through both new store openings and their expanding digital presence. Their customer base included 1.7 million active shoppers, with a loyalty program consisting of 640,000 members accounting for 72% of total sales volume.
Market Context:
The retail landscape had become increasingly competitive with the rise of direct-to-consumer brands and large e-commerce players entering the home goods space. Customer expectations for seamless omnichannel experiences had grown dramatically, while the company’s technology infrastructure had evolved in silos. The COVID-19 pandemic had accelerated digital shopping behaviors, with online orders increasing 78% year-over-year, placing additional strain on disconnected systems.
Challenge:
- Customer data fragmented across 7 disconnected systems (e-commerce platform, in-store POS, CRM, loyalty database, customer service ticketing, marketing automation, and inventory management)
- 42% of customer profiles contained conflicting information across channels
- Manual loyalty program management requiring 7 full-time employees, with points calculation errors affecting 11% of transactions
- Reward redemption delays averaging 5 days, leading to customer frustration and support calls
- Customer service representatives spent an average of 12 minutes per interaction navigating between 6 different systems to resolve issues
- Average handle time for customer inquiries was 18.2 minutes, significantly above industry average
- Negative reviews and service issues took an average of 48 hours to reach the appropriate department for resolution
- Limited visibility into cross-channel customer journey, with only 23% of touchpoints captured in analytics
- Email marketing personalization limited to basic segmentation due to data silos
- In-store associates had no visibility into online customer interactions, creating disjointed experiences
Discovery & Analysis Phase:
Techseria conducted a comprehensive four-week assessment that included:
- Mystery shopping across 12 store locations and online channels
- Analysis of 500+ customer service interactions
- Interviews with 27 staff members across departments
- Technical evaluation of all customer-facing systems
- Customer journey mapping across 8 primary purchase scenarios
- Competitive analysis of 5 leading omnichannel retailers
Our Approach:
Techseria created a unified customer experience platform powered by Power Automate with five integrated components:
1. Omnichannel Customer Profile System:
- Implemented bi-directional data synchronization across all 7 customer data platforms
- Created intelligent customer matching algorithms to consolidate duplicate profiles
- Developed real-time customer data updates with conflict resolution rules
- Built purchase history unification across all channels with product recommendations
- Created segmentation engine with 47 dynamic customer attributes
- Implemented GDPR/CCPA compliance automation for data privacy requests
2. Advanced Sentiment Analysis & Response System:
- Deployed natural language processing for all customer feedback channels
- Created automated sentiment scoring with 93% accuracy compared to human analysis
- Developed intelligent alert routing based on issue type, severity, and impact
- Implemented automated response templates with personalization rules
- Built escalation workflows with SLA tracking and management alerts
- Created feedback loop analytics to identify recurring issues and trends
3. Next-Generation Loyalty Automation:
- Developed real-time points calculation engine with transaction verification
- Created automated reward issuance with multi-channel delivery options
- Implemented personalized offer generation based on purchase history and browsing behavior
- Built tiered member recognition system visible across all customer touchpoints
- Created gamification elements to increase program engagement
- Developed predictive churn models with automated retention campaigns
4. Unified Customer Service Hub:
- Created comprehensive 360-degree customer view dashboard
- Implemented guided resolution workflows for 37 common service scenarios
- Developed intelligent knowledge base with context-aware recommendations
- Built case routing automation based on agent expertise and availability
- Created automated follow-up workflows for unresolved issues
- Implemented performance analytics with coaching recommendations
5. Proactive Customer Communication Engine:
- Developed trigger-based communication workflows across 22 customer journey points
- Created cross-channel message coordination to prevent communication fatigue
- Implemented A/B testing capabilities for communication effectiveness
- Built automated customer journey mapping with path optimization
- Created personalized content delivery based on behavioral signals
- Developed repurchase reminder system with inventory availability checks
Technology Stack:
- Microsoft Power Automate: Primary workflow automation platform
- Dynamics 365: Core CRM and customer service capabilities
- Power Apps: Custom interfaces for store associates and service representatives
- AI Builder: Sentiment analysis and natural language processing
- Power BI: Customer insights and performance analytics
- Azure Data Factory: Data integration and transformation
- Custom connectors: Integration with e-commerce platform and POS system
Results:
- 360-degree customer view achieved across all channels and touchpoints, with 97% data consistency
- Customer profile consolidation reduced duplicates by 78%, creating a single source of truth
- Average handle time for customer issues decreased from 18.2 minutes to 6.1 minutes, a 67% reduction
- First-contact resolution rate improved from 61% to 87%
- Loyalty program enrollment increased by 43% due to simplified processes and in-the-moment signup capabilities
- Loyalty point calculation errors eliminated, with 100% accuracy in automated calculations
- Reward redemption time reduced from 5 days to instant availability across all channels
- Negative review response time reduced from 48 hours to under 2 hours, with critical issues addressed in under 30 minutes
- Customer satisfaction scores improved from 3.6/5 to 4.7/5 across all channels
- Net Promoter Score increased from 32 to 61 within six months of implementation
- Email marketing engagement increased by 37% through improved personalization
- Customer lifetime value increased by 24% for loyalty program members
- In-store conversion rate improved by 17% through enhanced associate insights
- Staff efficiency improved by 42%, allowing reallocation to high-value customer interactions
- Year-over-year sales increase of 22% attributed to improved customer experience and targeted communications
- ROI achieved within 7 months, with ongoing annual benefits estimated at $4.3 million
Client Testimonial
“Techseria didn’t just implement technology—they transformed how we connect with our customers at every level of our organization. The comprehensive Power Automate solution they developed eliminated the longstanding silos between our online and in-store experiences that had been frustrating both our customers and our team members for years. Their approach was unique in how they balanced technical expertise with a genuine understanding of retail customer psychology and journey mapping.
What impressed us most was how they tailored the solution to our specific business model rather than forcing us into a generic retail template. Our customers now have truly seamless interactions regardless of how they shop with us, and our team has the tools to deliver exceptional service consistently. The real-time customer insights have transformed our associates from order-takers to trusted advisors, and the automated loyalty program has created a level of engagement we never thought possible. In an incredibly challenging retail environment, this implementation has been the single most important factor in our continued growth.” – Customer Experience Director
What impressed us most was how they tailored the solution to our specific business model rather than forcing us into a generic retail template. Our customers now have truly seamless interactions regardless of how they shop with us, and our team has the tools to deliver exceptional service consistently. The real-time customer insights have transformed our associates from order-takers to trusted advisors, and the automated loyalty program has created a level of engagement we never thought possible. In an incredibly challenging retail environment, this implementation has been the single most important factor in our continued growth.” – Customer Experience Director