Success Story: «TSUM Kyiv»
How XRM Loyalty helped raise the average spend and increase customer loyalty
Kyiv Central Department Store or (TSUM) — modern store, which is visited by thousands of customers every day.
In December 2016, the ceremonial opening of the Kyiv TSUM took place after 4 years of reconstruction. The new format required a new approach to working with clients.
- Industry: product retail
- Number of employees: 200 people
- Product Implementation Date: May 2016
In the usual shopping malls, each brand store has its own sellers and its own cashbox. In TSUM after the reconstruction in all shops no cashboxes and classical 4 walls. The space has become open, and all purchases are paid on a single box office located on each of the floors of the department store.
Each store has its own loyalty programs for customers who were not connected to a single cash desk. It strongly demoted the regular customers and created difficulties for managers of branded outlets.
- 01 Lack of a single information space
- 02 The need to integrate loyalty programs into the universal cashbox
- 03 Reducing the number of loyal customers
- 04 Decrease of VIP-clients among the total number of buyers
- 05 Reduced RFM metrics
Proposed solution: XRM® Loyalty
The XRM® Loyalty solution allows to create a differentiated system of relationships with buyer, thanks to the capabilities of the billing system, analysis and flexible loyalty program.
What benefits did the customer get after implementing XRM® Loyalty
In-depth integration of business processes: loyalty program, warehouse, tidying, cash registers, tenants, parking, communication channels
"Unified Card Central" — allows you to connect and use the cards of loyalty programs of tenants
Warehouse accounting of the entire commodity range of tenants
System of closed events
Customer service points and loyalty program cards
Mobile workplaces for assistant, storekeepers
Natalia Oberemok, IT director of TSUM
Comprehensive integration with the back-office accounting system, warehouse, frontal-cash, parking system is simply amazing. Now all complex business processes are automated and displayed in a single window. At any moment, I know what's happening at retail outlets, and customers feel at home. Customers come more often and share pleasant impressions.