Kanmo Retail Group is a distributor of many world famous brands in Indonesia. In 13 years of operation, Kanmo has achieved a market leadership position in the kids and baby segment, operating nearly 200 stores while serving tens of thousands of customers monthly. The group has since extended its retail portfolio to include brands in the fashion and accessories category.
Justice is a leading American brand for tween girls. Brought to the Indonesian market by Kanmo Retail Group in 2013, the brand has grown to 13 stores in 4 major cities.
The young generation are engaging with fashion brands in multiple ways. This means in-store, on mobile, desktop, and on social media. The challenge is, customers have a fragmented experience as they switch from one channel to another. A brand which can offer a seamless experience across different channels will be in a prime position to be favored among competitors.
For Justice, it was essential to ensure a consistent brand experience in each and every channel their customers choose to engage with. Additionally, with a portfolio including a wide range of premium brands, Kanmo wanted a solution to provide Justice’s customers more benefits and privileges when shopping across Kanmo’s brands.
A SCALABLE AND OMNICHANNEL-READY PLATFORM
For this project, the latest version of Magento Commerce was selected due to its modern and relevant designs with the latest features and powerful capabilities. In addition, it will support the best omnichannel implementation and security. The Magento platform is also highly customizable, easy to scale up and provides a friendly user interface that is optimized for both mobile and tablet.
ENHANCING CUSTOMER ONLINE EXPERIENCE
A quick view function was set up, allowing access to product information, images, and ordering without leaving the product listing page. The new mega menu extension has been integrated for quick and intuitive access to different product categories with visualized icons. With a vast number of product options in every category, a custom filter for the store was developed to help customers quickly find the most suitable products.
The ‘Get A Look’ feature was developed to enable customers to mix and match or experiment with different styles and share them with their friends. If they still hesitate to make a decision, customers can choose the most convenient store and book a fitting or special consultation session with in-store assistants.
CONNECTING ONLINE AND OFFLINE CUSTOMER JOURNEY
A unified shopping cart was implemented to connect the online and offline stores, meaning users can easily switch between their shopping channels without interruption. A click-and-collect functions means customers can reserve the product online then pick it up in store.
Thanks to integration with the centralized CRM and order management system, customer information along with order and shipping status are synced across Justice’s channels. That gives customer service and retail teams the information they require to meet customers’ end-to-end needs.
DIGITIZED LOYALTY PROGRAM
Privilege Club is Kanmo’s loyalty program for customers shopping with Mothercare & ELC, Gingersnaps, Pumpkin Patch and Justice brands. A mobile application was developed to allow them to keep track of loyalty points and keep them informed with new loyalty programs.
Customer loyalty information is synced across channels via the CRM system so that customers can check their information on the website, mobile app, or in-store via POS. Customers in the program also get direct discounted price according to their loyalty status when shopping online.
Justice’s site is the first step of Kanmo Group’s overall strategy to offer an exciting new shopping experience for Indonesian consumers. The Group now can easily launch new online stores for other brands and connect them with Justice while easily maintaining management via a single account and admin interface.