OPTIMIZING EFFICIENCY AND OMNICHANNEL EXPERIENCE IN POINT OF SALE

THE COMPANY

A major department store chain and e-commerce platform offering a wide range of products and financial services. With over 1,750 points of sale in Mexico, along with an online store and mobile app, it is considered the second-largest retailer in Mexico and the fifth in Latin America.

THE CHALLENGE

Despite its success, our client faced challenges in operational efficiency and customer experience at its physical points of sale. The lack of system integration and complexities in performing transactions, such as generating quotes, loan applications, and processing payments in dollars, resulted in long waits and significant delays in customer service. To maintain its competitive position and improve customer satisfaction, the company aimed to implement an omnichannel model to enhance the customer experience and optimize in-store operations.

THE SOLUTION

Baufest proposed forming a Digital Product Agile Team, a specialized team dedicated to developing a tailored digital solution to address the client’s challenges. From concept to implementation, the team focused on deeply understanding the company's needs and designing a comprehensive solution. Existing systems were migrated, and new functionalities were introduced to reduce queues and customer service delays. Additionally, strict technical guidelines were established to ensure consistency and standardization of the solution.

BENEFITS

  • Integration of Point-of-Sale Systems: The unification and synchronization of point-of-sale systems enabled more efficient management of operations and a comprehensive view of transactions, improving decision-making and analysis capabilities.
  • Streamlined Sales Process: The automation of routine tasks allowed sales staff to operate more efficiently, dedicating more time to personalized service and enhancing customer satisfaction.
  • Flexible Payment Methods: Customers can now choose to pay at the register or directly with sales associates, enhancing the customer experience and simplifying transactions.
  • Expansion of Mobile Points of Sale: The implementation of mobile points of sale enabled agile, personalized service anywhere in the store, increasing sales by reaching previously unattended areas.
  • Faster Time-to-Market: Through deployment automation and regression testing strategies, our client significantly reduced the time needed to launch new features, gaining a competitive edge by quickly adapting to business demands and evolving customer needs.