Industry: Specialty Retail & Omnichannel Commerce

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.

Specialty Retail & Omnichannel Commerce Transformation: Key Success Metrics

Our innovative solution delivered tangible results and significant improvements for our client.

97%

Perfect Data Consistency

Achieved across all channels and touchpoints

78%

Fewer Duplicate Profiles

Created single source of truth for customers

67%

Faster Issue Resolution

Handle time reduced from 18.2 to 6.1 minutes

43%

Higher Loyalty Enrollment

Increased through simplified processes

100%

Zero Point Calculation Errors

Eliminated with automated processing

Instant

Instant Reward Availability

Reduced from 5-day delay to immediate access

96%

Faster Review Response

Negative review response from 48 hours to under 2

31%

Better Customer Satisfaction

Scores improved from 3.6/5 to 4.7/5

91%

Net Promoter Score Surge

Increased from 32 to 61 within six months

Technologies Used

Microsoft Power AutomateDynamics 365AI BuilderAzure Data FactoryPersonalization Engines

"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. 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."

Customer Experience Director

Specialty Home Goods Retailer

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