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The client is a leading eCommerce company selling consumer goods in the North American market.
How Did It All Start
The main business objective of any ecommerce company is to increase sales and, effectively, its revenue. When this client didn’t meet their goals, they looked into the underlying reasons.
They identified that the outdated site architecture created severe performance issues such as slow page load and frequent application crashes. Such poor customer experience led to high cart abandonment rates and low conversions. The client’s physical and digital touchpoints were not integrated, resulting in many missed opportunities.
They lacked the capabilities to assess customer satisfaction levels, therefore, missed the feedback loop to improve their services. Due to limited data analytics, the business heads could not leverage customer insights to increase customer retention.
The client invited TVS Next to discover, assess and recommend a solution roadmap to eliminate the roadblocks and accelerate their growth.
Solution
TVS Next thoroughly assessed the different technology components and interviewed various stakeholders to understand their needs and pain points in using their current tech stack.
After assessment and consulting, TVS Next developed a strategy concentrating on strengthening the application and infrastructure core through engineering, introducing advanced automation, data analytics, and AI capabilities through intelligence, and connecting all the channels and journeys through hyper-personalized experiences.
First, we rearchitected and rebuilt the client’s website to eliminate the performance issues. We did new development through DevOps to accelerate release cycles. We modernized the data and added near real-time reporting dashboards to review the analytics and performance. We hosted the website and its database onto a secure cloud server and installed multiple firewalls and authentications to prevent cyber security attacks.
TVS Next set up an eCommerce security solution to validate orders and prevent identity theft. We then identified the critical user screens responsible for customer engagement & acquisition and created different user personas and desired user journeys within the applications. We ensured superior user experience and seamless flow across different touchpoints for stakeholders, employees, and customers.
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