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A Major American Retail Company selects WaveMaker to Personalize Customer Experience through Apps
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Retail
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Software Design & Engineering Services
- System Integration
The Challenge
A big furniture and mattress company based out of the United States had a unique business model in which they have total control over the merchandise right from the manufacturing stage to the retail sales stores. A significant part of its customer traffic was moving to online channels. A personalized customer experience was becoming the only differentiator for the physical stores. The company wanted its physical store workforce to be geared up to deliver the personalized experience.\n\nTheir major challenge was:\n\nNew-age Digital Consumers\nThe new-age customer was gathering product information online. Store managers were not much informed about the needs of the customer, who walked into the store, with specific requirements and product needs. A personalized shopping experience was the need of the hour for Store Managers of this mattress company.\n\nQuickly materializing an app against all odds\nAppointment scheduling had to be presented to customers when they visited the website – a monolithic artifact built with legacy technologies. Technical resources were in short supply, especially web developers dealing with legacy technology. This delayed application delivery and pushed up integration costs.
About The Customer
The customer is a major furniture and mattress company based in the United States. This company has a unique business model where they maintain total control over their merchandise from the manufacturing stage to retail sales. They have a significant online presence, and a large portion of their customer traffic has shifted to online channels. The company aims to provide a personalized customer experience, which has become a key differentiator for their physical stores. They wanted to equip their store workforce to deliver this personalized experience effectively. The company faced challenges with new-age digital consumers who gather product information online before visiting the store, making it difficult for store managers to meet their specific needs. Additionally, they needed to quickly develop an appointment scheduling app to enhance customer experience but faced delays due to a shortage of technical resources and the use of legacy technologies.
The Solution
After evaluating other alternatives, the mattress company chose the WaveMaker Platform to develop an application that could save time and cost while enhancing customer experience. The online appointment scheduler for customers was built using the WaveMaker RAD platform. Store Managers used a WaveMaker-built calendar embedded inside a SpotCues TM application container. WaveMaker’s low-code platform helped to prototype, iterate, and complete the appointment scheduler in a very short span of time.\n\nEase of Integration-based development\nOAuth connectors eased integration with Google Calendar APIs to keep track of events and deliver notifications to customers and store managers. Integration was done with the mattress website to automatically pass the store details to the booking application, with minimal coding effort and a very small team of developers.
Operational Impact
Quantitative Benefit
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