Unified customer view
We gave store associates access to full customer history, enabling more personalised and effective service.
UNTUCKit
Unifying the retail experience across digital and physical stores
UNTUCKit wanted to create a seamless 'connected online and in-store' experience for their customers. We helped them integrate their e-commerce and in-store data, implement a unified customer view for store associates, and design a new omnichannel loyalty programme.
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The challenge
bridging the gap between digital and physical retail
Retailers often struggle with siloed data. UNTUCKit had separate systems for online and in-store sales, meaning store associates had no visibility into a customer's online history, leading to missed opportunities for personalised service and inconsistent loyalty rewards.
The insight
The customer is one person. Their data should be too.
Modern retail is omnichannel by default. Success depends on breaking down the silos between departments and systems to provide a single, coherent experience that follows the customer wherever they choose to engage. By unifying data, UNTUCKit was able to build deeper relationships with their customers and drive significant growth.
The response
Designed around the operation.
Omnichannel loyalty
We designed a program that rewards customers regardless of where they shop, increasing engagement.
Inventory integration
We implemented real-time visibility of stock across all locations, reducing lost sales.
20%
increase in cross-channel sales
35%
higher customer retention
15%
increase in average order value
“Integrating our digital and physical stores has transformed how we interact with our customers, making every visit more personal and productive.”
UNTUCKit Digital Lead
What we learned
Modern retail is omnichannel by default. Success depends on breaking down the silos between departments and systems to provide a single, coherent experience that follows the customer wherever they choose to engage. By unifying data, UNTUCKit was able to build deeper relationships with their customers and drive significant growth.
Let’s make service work better
Start with the problem
you need to solve.
Tell us about your customers, your operation and what needs to change.