case study
Transforming Customer Experience with
E-commerce Innovation
Learn how Grupo Dökka, in partnership with Loymark, revolutionized customer experience by seamlessly integrating the physical and digital environments through an innovative e-commerce platform.
_ Challenge
The main challenge for Grupo Dökka was to achieve a smooth and effective migration from their current system to a new e-commerce platform. This platform needed to facilitate a seamless transition between the physical and digital worlds, providing an integrated and cohesive customer experience. Key aspects of this challenge included designing a dynamic, mobile-optimized website, enhancing data utilization through dynamic dashboards, integrating with marketing automation software like Salesforce, and automating loyalty program rules and email management processes.
_ Strategic Approach and Solution:
Loymark proposed an innovative solution using a flexible, multi-layered architecture designed for efficient integration of various systems. At the core of this solution was the implementation of Progress Sitefinity, a state-of-the-art content management system (CMS), to enrich user experience. Together with their Evoy e-commerce software, they created a comprehensive digital ecosystem that optimized both customer experience and business operations.
_ Results Achieved
- E-commerce Performance: Positioned the e-commerce platform as the third highest-grossing sales branch, trailing only behind two premium location stores.
- Increased Ticket Size: Digital orders saw a 7% increase in ticket size compared to in-store, driven by effective product suggestions.
- Frequent Purchases: Elevated average purchase frequency to 2.21 times per week per user, indicating enhanced customer engagement and loyalty.
