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Lotus’s Boosts Sales Through Digital Channels Using API-Led Integration
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Retail
- Telecommunications
Applicable Functions
- Sales & Marketing
- Warehouse & Inventory Management
Use Cases
- Inventory Management
- Picking, Sorting & Positioning
Services
- Cloud Planning, Design & Implementation Services
- System Integration
The Challenge
Lotus’s, a popular retail brand with over 2,500 outlets in Thailand and Malaysia, aimed to double its sales in two years by improving customer loyalty and adopting an omnichannel strategy. However, the company's rapid growth led to the accumulation of multiple disparate systems and data sources across new acquisitions, partners, and supply chain operators. This made it difficult for Lotus’s to access the necessary data to gain visibility into its business. The existing IT infrastructure and point-to-point custom code integration were labor-intensive and costly to connect existing systems, add new systems, and access data. Lotus’s needed a more flexible systems integration solution to connect front and back-end systems at an accelerated pace to support its sales goals and business growth.
About The Customer
Lotus’s is a well-known retail brand that operates around 2,500 outlets in Thailand and Malaysia. These outlets range from small and medium-sized supermarkets to large superstores known as hypermarkets. The company was founded in 1994 by the Charoen Pokphand (CP) Group and was held by another entity for twenty-two years before CP reacquired it in late 2020. Lotus’s has set ambitious goals to double its sales in two years by improving customer loyalty and adopting an omnichannel strategy.
The Solution
To address these challenges, Lotus’s chose Salesforce Customer 360, deploying Marketing Cloud, Service Cloud, and MuleSoft Anypoint Platform. Anypoint Platform allowed Lotus’s to create the necessary data flow through API-led integration of the Salesforce clouds and legacy systems, such as billing and warehouse systems, across its enterprise, partners, and third-party platforms. The integrated SaaS and legacy systems enabled the company to launch a new ecommerce platform and combine its ecommerce and loyalty platforms for a new customer mobile app. Lotus’s extended its integration to partnering third-party systems, such as Lazada, Shopee, HappyFresh, and foodpanda, to cater to their customers’ preferred online platforms. This digital transformation allowed Lotus’s to access reliable, near-real-time information about what items are in stock and at which location, improving availability and delivery performance.
Operational Impact
Quantitative Benefit
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