Elevating Retail Excellence through Omnichannel Transformation
How Dodong Consultancy Services Empowered a Leading Retailer to Seamlessly Integrate Offline & Online Channels, Boost Customer Engagement, and Maximize Revenue
Client Profile
- Industry: Retail (Omnichannel – Offline & Online)
- Geography: India & Middle East
- Client Type: National retail chain with over 350 physical stores and a growing e-commerce platform
- Engagement Duration: 16 Months
- Engagement Scope: Digital transformation, supply chain integration, customer experience, analytics, and marketing automation
Executive Summary
The modern retail landscape demands flawless integration between physical stores and online platforms to deliver consistent, personalized, and frictionless customer experiences.
Our client, a well-established retail chain, grappled with disconnected offline and online operations, resulting in suboptimal inventory management, inconsistent customer experiences, and missed revenue opportunities.
Dodong Consultancy Services (DCS) was engaged to architect and implement a robust RETAIL-FUSION™ Framework—a holistic omnichannel strategy that harmonizes inventory, customer data, and marketing efforts across all channels.
Within 16 months, the client experienced substantial improvements in sales growth, customer retention, inventory turnover, and operational efficiency, cementing their leadership in the competitive retail market.
Challenges
| Challenge | Description |
|---|---|
| Channel Silos & Disjointed Data | Offline and online channels operated independently, causing inconsistent product availability and customer profiles. |
| Inventory Management Inefficiencies | Overstocking and stockouts due to poor visibility across physical and digital inventory. |
| Fragmented Customer Experience | Customers received inconsistent messaging and promotions across channels, leading to reduced loyalty. |
| Limited Real-Time Analytics | Inability to track cross-channel customer journeys and sales performance in real-time. |
| Manual Marketing & Loyalty Management | Campaigns and loyalty programs were managed in silos with low personalization and ROI. |
DCS Solution: RETAIL-FUSION™ Framework
Dodong Consultancy Services deployed the RETAIL-FUSION™ Framework, focusing on five critical pillars:
| Pillar | Description |
|---|---|
| 1. Unified Commerce Platform | Integrated POS, e-commerce, and ERP systems for seamless inventory, order, and customer management. |
| 2. Real-Time Inventory Visibility | Implemented centralized inventory management with IoT-enabled tracking across warehouses and stores. |
| 3. Customer 360° Profile & Personalization | Created unified customer profiles integrating offline and online behavior to deliver personalized marketing. |
| 4. Marketing Automation & Loyalty Optimization | Deployed AI-driven campaign automation and loyalty programs, optimizing engagement and ROI. |
| 5. Advanced Analytics & Reporting | Real-time dashboards for sales, inventory, and customer analytics to enable data-driven decision-making. |
Implementation Highlights
- Systems Integration: Connected over 350 stores and e-commerce platform using cloud-based middleware; ensured real-time sync of orders and inventory.
- IoT & RFID Deployment: Installed IoT sensors and RFID tags for end-to-end inventory tracking, reducing stock discrepancies by 90%.
- Personalization Engine: Developed AI-based recommendation engine influencing 30% of online sales and personalized in-store offers via mobile apps.
- Marketing & Loyalty Automation: Integrated CRM with marketing automation tools enabling segmented campaigns with 5x higher engagement rates.
- Analytics & BI: Built Power BI dashboards providing unified insights across channels accessible to key stakeholders.
Results & Impact
| Key Metric | Before DCS Engagement | After 16 Months | Improvement |
|---|---|---|---|
| Omnichannel Sales Revenue | $120 Million | $285 Million | +137% |
| Customer Retention Rate | 42% | 73% | +74% |
| Inventory Turnover Ratio | 3.5 | 6.8 | +94% |
| Stockouts & Overstock Incidents | High | Reduced by 88% | Significant operational efficiency |
| Marketing Campaign ROI | 1.7x | 5.8x | +241% |
| Customer Satisfaction Score (CSAT) | 65/100 | 91/100 | +40% |
| Average Order Value (AOV) | $45 | $67 | +49% |
| Platform Uptime | 93% | 99.9% | +6.9% |
| Return on Investment (ROI) | N/A | 12.3x | Exceptional financial impact |
Client Testimonial
“Dodong Consultancy Services’ RETAIL-FUSION™ Framework fundamentally transformed our business. By bridging offline and online channels, they empowered us to deliver exceptional customer experiences while optimizing operations and growth.”
Why Choose Dodong Consultancy Services?
- Deep expertise in retail industry dynamics and omnichannel strategies
- Proven frameworks driving measurable business outcomes
- Cutting-edge technology integration (IoT, AI, cloud) with minimal disruption
- End-to-end project management ensuring timely delivery and ROI
- Commitment to data privacy, security, and regulatory compliance
Legal Disclaimer
This case study is a composite representation based on Dodong Consultancy Services’ work with clients in the Retail and Omnichannel sectors. Client names are withheld to ensure confidentiality and compliance with legal and contractual obligations. Data and results accurately reflect DCS’s capabilities and impact.