Increasing customer engagement during back-to-school season

Fashion retailer launches new omnichannel loyalty program powered by Oracle Retail

Client

A prominent fashion retailer who defines their influence by action sports and the California lifestyle.

Oracle Retail Applications

Oracle Retail Customer Engagement Cloud Services
- Oracle Retail Campaign and Deal Management Cloud Service
- Oracle Retail Customer Management and Segmentation Foundation Cloud Service
- Oracle Retail Gift Cards Cloud Service
- Oracle Retail Loyalty and Awards Cloud Service

Engagement

The client had different customer touch points in stores, eCommerce, and mobile. They were looking to create a seamless omnichannel experience for loyalty while integrating the various touchpoints with retail systems within tight timescales

The fashion retailer selected Oracle Retail Customer Engagement Cloud Service as their customer and loyalty platform. They felt that the deployment flexibility and powerful APIs would help integration across channels. SkillNet was selected to design and implement the overall solution that would integrate all of the existing front-end channels. The solution would ensure that the implementation would not only take advantage of the system’s powerful customer management features but also the loyalty campaign module to support peak seasons.

Skillnet’s accelerators

Reference business process flows for loyalty and omnichannel
SkillNet’s StoreHub integration framework

SkillNet’s Omnichannel Strategy and Retail Solution

The fashion retailer’s loyalty program was designed as an advanced implementation of Oracle Retail Customer Engagement that involved integration with their existing third-party eCommerce platform, a mobile application, and a legacy third-party POS system. SkillNet conducted a business impact analysis for the retailer followed by a series of configurations, testing, training, and support to ensure preparation for overall pilot readiness.

SkillNet’s Store Solutions team designed all of the integration required for the omnichannel strategy. SkillNet also headed up the integration delivery which involved other existing third-party integration partners. After a successful soft pilot of the system ensured that the technology and functionality were in place, the loyalty program was rolled to a small subset of users to ensure smooth operations before launching it to the public. The pilot of Oracle Retail Customer Engagement was the first step in launching the loyalty program.

Benefits – Surpassing loyalty goals

With the new customer engagement initiative in place, customers are now able to access their customer profiles and information in real-time online, in-store, or on the go via their mobile phones. The fashion retailer had set an initial target goal of signing up 1,000,000 customers to its new loyalty program within a month before the US Labor Day holiday. But the seamless omnichannel experiences due to the SkillNet solution, ensured that they surpassed the target goal well ahead of schedule.

The new ORCE-based loyalty program is a strong business driver for the retailer and has produced a large return on investment. SkillNet has also implemented the Oracle Retail Xstore Point-of-Service. It also utilizes the deals and promotions module in Oracle Retail Customer Engagement while the initial configuration for loyalty is being reused.

About SkillNet

SkillNet is an Oracle Retail Solutions implementation and integration partner. Our Store Solutions team has supported over a hundred customers in their on-prem to cloud journeys. Apart from Oracle Retail Xstore Point of Service V21 expertise, Skillnet also supports other products in Oracle Retail Suite such as Merchandising operations Management, Planning & Optimization and Supply Chain Management.

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