About the Customer:
A globally renowned manufacturer and retailer of premium soft furnishings and home décor solutions.
Operating with a phygital retail model, the brand aimed to offer customers a seamless online-to-offline shopping experience. However, their existing digital infrastructure struggled to support this vision, leading to inefficiencies that hindered growth.
Business Challenges:
Despite their strong market presence, the brand faced critical pain points that impacted operational efficiency, customer experience, and business scalability:
- Outdated, sluggish ecommerce platform leading to high bounce rates and customer drop-offs.
- Inefficient inventory & order management, causing fulfillment delays and stock mismatches.
- Limited personalization & engagement tools, restricting customer retention and repeat purchases.
- Rigid storefront design, making it difficult to update product catalogs and implement marketing campaigns.
- Lack of omnichannel shopping capabilities, creating friction between online and in-store experiences.
To remain competitive, the brand needed a future-ready transformation that enhanced digital performance, and optimized customer engagement.
Embitel’s Solution:
We implemented Adobe Analytics and Real-Time Customer Data Platform (RTCD) across their business sectors. Here’s quick overview of the various aspects of the collaboration with the customer team.
- Next-Gen Ecommerce with Magento Commerce 2
- faster load times, ensuring a smooth shopping experience.
- Scalability to handle peak traffic, reducing server downtime.
- Advanced shopping features & seamless navigation, improving user journeys.
- Optimized checkout flows, leading to a 15% reduction in cart abandonment.
- AI-Powered Home Styling & Smart Product Discovery
- Smart product recommendations based on budget, room size, and property type.
- Virtual styling previews, allowing users to visualize home décor choices.
- Personalized upselling based on browsing history and past interactions for
- Migration to AWS for High Performance & Cost Optimization
- 40% faster load times post-migration.
- 30% reduction in server costs due to optimized resource allocation.
- Auto-scaling capabilities, ensuring uninterrupted shopping experiences during high-traffic seasons.
- AI-Enabled Customer Support with Chatbot Integration
- Custom Workflow for Select Product Categories
- Smart Store Locator for Seamless Omni-Channel Shopping
- City-based search for showrooms and authorized dealers.
- Real-time inventory updates, allowing customers to check in-store availability.
- Category-specific store recommendations, enhancing offline discovery.
- ERP Integration for Unified Operations:
- Real-time stock updates to prevent overselling.
- Automated pricing synchronization, streamlining promotional campaigns.
- Centralized catalog management, reducing manual errors and effort.
To resolve platform inefficiencies, we migrated their storefront from a legacy ecommerce system to Magento 2 which offered:
The retail major sought for a better product discovery experience for their website visitor to enable confident purchase decisions.
We integrated an AI-driven styling assistant powered by Unbxd, enabling:
The existing hosting infrastructure was struggling to handle traffic spikes, leading to performance bottlenecks. We transitioned their platform to AWS Cloud, achieving:
To further smoothen the onsite experience, we integrated a Gendesk-powered AI chatbot, for instant response to FAQs and product queries, reducing wait times.
Certain product lines required an info-only storefront due to offline purchase requirements. We implemented a customized product workflow, enabling a seamless blend of digital and physical retail experiences.
Customers often struggled to locate nearby stores that stocked their preferred products. We built a customized store locator using PHP, enabling:
Fragmented backend systems led to inconsistencies in pricing, inventory, and promotions across channels. Our team integrated the website with the brand’s ERP system via APIs, ensuring:
Embitel Impact:
By modernizing its digital storefront, integrating AI-powered personalization, and optimizing backend operations, the brand successfully transformed its ecommerce ecosystem, along with:
- 80% improvement in overall site performance
- 40% faster page load speeds post-migration
- 30% reduction in server costs
- Enhanced SEO rankings & organic traffic growth
- Enhanced Product Discovery and Onsite Experience
This shift not only enhanced customer experience but also established a scalable foundation for future digital innovations.
Tools and Technologies:
- Magento Commerce v2.2
- Unbxd
- Zendesk for chatbot integration
