Creating a unified digital platform.

Background

Our client is specialized in baking, patisserie, and desserts. It boasts a robust logistics supply chain, with four low-temperature distribution centers established in Shanghai, Beijing, Guangzhou, and Chengdu, respectively, to offer complete B2B2C services, including premium products and services, to a nationwide clientele of up to 5000 dining industry customers. Previously, the management of customer orders and marketing relied on offline management via WeChat groups, which led to an inferior customer experience and required a significant investment of human capital. To better serve existing customers and expand the client base, a unified digital platform is being planned and constructed to manage the full customer lifecycle.

Challenge

The aim is to increase efficiency and productivity, while concurrently curbing the growth of employee headcount. Additionally, the goal is to expand the customer base by targeting markets in first-tier, emerging, and second-tier cities.

Approach

With the aid of Adobe's platform encompassing Magento, Analytics, Campaign Classic products, and SFDC, customers are able to construct a digital platform comprising six distinct modules - E-Commerce, Customer Service Center, Culinary Content, Intelligence Hub, User Rights System, and Marketing Center. This digital platform enables both users and internal staff to efficiently collaborate and manage business operations online.

Key results

Benefits

Establishing a comprehensive customer lifecycle management process, from registration and marketing to sales conversion and repeat purchases. By utilizing systematic marketing tools, precision marketing can be achieved, resulting in increased customer retention and sales performance.

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