Retail Chain Revolutionizes Customer Experience Management

The Challenge

The specialty home goods retailer was struggling with a fragmented customer experience that undermined both loyalty and profitability across their 87 locations and e-commerce operations. Their customer data was scattered across seven disconnected systems, creating a digital Tower of Babel where 42% of customer profiles contained conflicting information—making personalization nearly impossible and frustrating loyal shoppers. Their loyalty program had become an administrative burden requiring seven full-time employees, with calculation errors affecting 11% of transactions and rewards taking an average of 5 days to become available for redemption. Customer service representatives wasted precious minutes during each interaction navigating between six different systems while customers grew increasingly impatient. When problems inevitably occurred, negative reviews languished for an average of 48 hours before reaching the appropriate department for resolution. Most concerning was their limited visibility into the cross-channel customer journey, with only 23% of touchpoints captured in analytics despite a pandemic-accelerated 78% surge in online orders. As direct-to-consumer brands and large e-commerce players aggressively entered their market, these disjointed experiences threatened both their competitive position and their $310 million annual revenue stream.

Our Solution

We engineered a comprehensive Power Automate ecosystem that transformed the retailer's fragmented customer approach into a seamless omnichannel experience aligned with modern shopping expectations. Our approach began with a thorough four-week assessment that included mystery shopping, customer service analysis, staff interviews, and technical evaluations before developing an integrated five-component solution. The platform featured a unified customer profile system with bi-directional synchronization across all seven previously disconnected platforms, advanced sentiment analysis that automatically routed feedback to the right teams, next-generation loyalty automation with real-time processing, a unified customer service hub providing representatives with complete 360-degree customer views, and a proactive communication engine that delivered personalized messaging at 22 critical journey points. The implementation carefully balanced technical innovation with retail psychology, creating a solution that empowered both customers and staff while delivering a consistent brand experience regardless of shopping channel.

Key Benefits

• Satisfaction: 65%
• Retention: 45%
• Rollout: 10 weeks

Technologies Used