Reinventing Retail Digital Engagement

Overview

Our Client envisioned the development of an innovative and engaging digital experience with a mobile app that would consolidate all the retailer’s features, empower users, and provide simplicity and value. CME was tasked with implementing the digital customer facing application based on a comprehensive staff augmentation engagement model.

Challenges

Advanced
Digital Experience

A primary objective for our Client was to replace its legacy mobile app by an advanced new app that would act as a single digital customer interface and to ensure the Client’s vision translated into reality in the sharpest and most scalable way.

Cost
Efficiency

Cost efficiency was paramount to the Client since the value and appeal of their brand is predicated on offering customers discounted prices. It was essential to onboard a technology partner that could deliver the benefits of a cost-efficient and expert approach.

What We Did

Immediate resources mobilization

Dedicated and full-time iOS and Android engineers were deployed within two weeks to the Client’s digital team and they started assisting with the project. Further resources were needed in the following weeks and CME promptly answered ongoing needs requirements.

Mobile app development

We created the new mobile app that would serve as a multi-purpose tool for sales, marketing, customer retention and servicing, with dynamic content profile targeting, advanced UX, and integration with the retailer’s larger ecosystem and network of partners.

BOPIS processing app development

For BOPIS (buy-online-pickup-in-store) orders, we created a new Handheld Terminal Application (HHT app) as a tool to prepare the orders and get them ready on the scheduled pick-up time, with substitution options and billing adjustments.

Staff augmentation model

The augmented team worked as part of the Client’s team and fully integrated with the company’s workflow processes and culture. Daily reporting and proactive collaboration with the product owner and Scrum master were among the team’s duties and responsibilities, with these and other activities contributing to the engagement model’s practicality and success.

The Impact

A comprehensive CX with +20M downloads

The mobile app ensures users could make purchases online, gain digital coupons, acquire discounts, earn rewards, and benefit from targeted offers based on their behaviors and respective profiles. Other features, including weekly advertisements, buy-online-pickup-in-store (BOPIS), Scan & Go self-checkout, useful information, and seamless transactions also contributed to the app’s success. The new app downloads exceeded 20 million, Play Store score 4.3 (57,000 reviews) and App Store 4.8 (119,000 reviews).

Efficiency achieved

Our Client received premium services that drove the mobile app design and development. CME mobilized team being in Lebanon and Argentina, effective working timespan covered 16 hours per day which was smartly leveraged to accelerate the project delivery. As these resources were cost efficient and effective, all aspects of the project were met.

Continuous collaboration

Today, the augmented team provided by CME is part of the Client’s Digital Team. The mission includes handling all front-facing customer features and related services and assigning dedicated customer support teams for various purposes. From 2018 to 2020, the team tripled in size with a yearly retention rate of 95%. The team comprises iOS and Android developers, quality assurance specialists, backend, database, and application programming interface (API) engineers.

Our Clients

Long-Standing Customer Relationships

We aspire to create a holistic and goal-oriented long-term relationship with our partners. This approach allows us to have deep-rooted industry and company knowledge and connections.

Our clients’ list is our pride and joy. Since our earliest days, we have served everything from start-ups to Fortune 500 companies with the same dedication and partnership approach.

9 out of 10 customers have been working with us for more than 5 years.

More Case Studies

Food

Food industry COVID-19 response

The client referenced in this case study was established in 2013 to serve clients in the food industry and deliver end-to-end food supply chain solutions based on based on Artificial Intelligence (AI), Internet of Things (IoT), and Optimal Character Recognition (OCR).

ENERGY OPTIMIZATION THROUGH DATA-DRIVEN STRATEGIES

As a critical business component, utility companies must be fully informed about data processes and have the capabilities to predict power generation and grid loads in advance.

ENSURING FOOD SAFETY WITH AI, IOT, AND PROCESS AUTOMATION

In the food industry, a mandatory requirement has always been for restaurants to ensure ingredients are stored at the correct temperature range.

A NEW IT SYSTEM FOR A NEW WINDOW OF OPPORTUNITY

A reimagined solution for a leading regional healthcare payer.

Get our latest insights delivered straight to your inbox!

Let’s Reimagine Together!

Take a leap into the future, harness the power of innovation and accelerate your transformation to unlock new opportunities.

Talk to an expert

We use cookies to ensure that we give you the best experience on our website. Check our privacy policy to learn more on how we process your personal data. By clicking "I agree" on this banner or using our site, you consent to the use of cookies.

Reinventing Retail Digital Engagement