A leading regional retailer with 10+ physical stores sought to expand their digital presence and create an omnichannel shopping experience. They partnered with SateUp to develop a comprehensive e-commerce platform that would integrate with their existing inventory systems while providing an exceptional customer experience.
Proven Track Record
Customer Satisfaction
We Have Completed
Typically Responds Within
The Challenge
The client faced multiple critical challenges with their existing digital infrastructure that severely limited their growth potential. Their outdated online platform was built on legacy technology that couldn’t scale to accommodate their rapidly expanding product catalog, which had grown from 500 to over 5,000 SKUs in the past year. This technical limitation resulted in slow page load times (averaging 7+ seconds) and frequent site crashes during peak traffic periods.
Additionally, the existing system operated in isolation from their in-store point-of-sale system, creating significant inventory management issues. Store associates had no visibility into online inventory, while online customers couldn’t access in-store availability, resulting in frustrated customers and lost sales opportunities. The disconnect between online and offline channels was costing the company an estimated $450,000 annually in missed sales and inventory inefficiencies.
Customer experience metrics further highlighted the urgency for change. Mobile users, who represented 67% of their traffic, experienced particularly poor performance with a cart abandonment rate of 83% compared to the industry average of 69%. User testing revealed that customers struggled with navigation, product discovery, and checkout completion, particularly on mobile devices. Their average session duration had decreased by 24% year-over-year, signaling growing customer frustration.
SateUp Solution
Our approach began with a comprehensive analysis of the client’s business processes, technical infrastructure, and customer journey. Working closely with stakeholders across departments, we developed a strategic roadmap for a complete digital transformation that would address immediate pain points while establishing a foundation for future growth.
We architected and developed a custom e-commerce solution built on a microservices architecture to ensure scalability and performance. The platform featured a headless commerce approach that separated the frontend presentation layer from the backend business logic, allowing for greater flexibility in creating optimized experiences across devices. We implemented an advanced product information management (PIM) system to centralize product data and streamline catalog management, enabling the client to easily scale their product offerings without technical limitations.
To solve the inventory challenges, we created a real-time inventory synchronization system that connected all sales channels through a unified commerce API. This integration provided a single source of truth for inventory levels, enabling features like “buy online, pick up in-store” and “ship from store” that maximized inventory utilization across all locations. Store associates were equipped with mobile applications that provided visibility into global inventory and customer purchase history, enhancing the in-store experience.
The customer experience was completely reimagined with a focus on personalization and ease of use. We implemented an AI-driven recommendation engine that analyzed browsing behavior, purchase history, and product affinities to deliver personalized product suggestions. The checkout process was streamlined from a seven-step journey to a three-step process with guest checkout options, saved payment methods, and address verification. A sophisticated search solution with natural language processing capabilities was implemented to improve product discovery, allowing customers to find products through conversational queries rather than just keywords.
On the marketing front, we integrated a comprehensive customer data platform that unified customer information across all touchpoints. This enabled the creation of highly targeted marketing campaigns based on detailed customer segments. We implemented automated email workflows for cart abandonment recovery, post-purchase engagement, and personalized promotions that triggered based on customer behavior and lifecycle stage.
The Results
- 175% increase in online sales within the first 6 months
- 68% reduction in cart abandonment rate
- 43% improvement in mobile conversion rates
- 89% customer satisfaction score (up from 62%)
- 52% increase in average order value
- 98% real-time inventory accuracy across all channels
- 3.2 second average page load time (down from 7+ seconds)
