How did we help our client implement an omnichannel POS across stores in Singapore, Malaysia, Thailand, and Vietnam with Cegid?

Our client, a Japanese multinational corporation that produces sportswear, operates over 2000 outlets as of today.

“Through unwavering dedication, we’ve not only met but exceeded our client’s vision, harmonizing wellbeing and exercise through innovative technology. The successful POS implementation across Singapore, Malaysia, Thailand, and Vietnam stands as a testament to our shared commitment to draw together the latest science with boundary-pushing product innovation to help people feel better mentally as well as physically.”- David Liu, Cegid Director at VISEO APJ

The challenges

When our client expanded its presence into the vibrant markets of Singapore, Malaysia, Thailand, and Vietnam, they encountered numerous challenges in their Point of Sale (POS) implementation. Despite having an external CRM system in place, there was a significant communication gap between the CRM and legacy POS systems.

This lack of integration hindered real-time sales synchronization and customer management processes. Additionally, the absence of a strong loyalty management system within the legacy POS posed hurdles in member coupon and points redemption management. Furthermore, the task of ensuring stable synchronization between their two e-commerce platforms, Martjack and Magento, and the legacy POS proved to be quite challenging. Moreover, uploading sales data to different landlords, each with their own protocols, required both batch and real-time uploading solution.

The solution

Leveraging cutting-edge technology and innovative solutions, VISEO team devised a comprehensive plan to overhaul the retail operations. Firstly, the team integrated the CRM system with the legacy POS, enabling seamless communication between the two platforms. Through custom development within the CEGID POS system, real-time synchronization of sales data with the CRM was achieved, ensuring up-to-date customer information and sales records. Moreover, customizations were implemented within the CEGID system to support loyalty coupon and points redemption, enhancing the overall customer experience. Additionally, a robust API layer was built to facilitate click & collect and home delivery services, catering to the evolving needs of modern consumers. Interfaces were meticulously crafted to meet the diverse technical requirements of different landlords, streamlining the sales data uploading process.

The outcome

The seamless integration of systems and the implementation of advanced features enhanced operational efficiency and customer satisfaction, propelling the brand towards greater heights of success. With a robust infrastructure in place, the brand is well-positioned to adapt to future challenges and capitalize on emerging oppor- tunities in the dynamic retail landscape of APAC.

Achievements unveiled

By seamlessly integrating the CRM system with the legacy POS, the brand achieved real-time customer management and sales synchronization, empowering them with valuable insights into consumer behavior. The implementation of loyalty management features within the POS system led to enhanced customer engagement and satisfaction, driving repeat business and fostering brand loyalty. The establishment of APIs for click & collect and home delivery services expanded the brand’s omnichannel capabilities, enabling them to cater to a wider audience and stay ahead of the competition. Furthermore, the successful customization and interface development ensured smooth interactions with landlords, facilitating efficient sales data management and compliance with varying protocols.