Kanmo Retail Group is the distributor of many world famous brands in Indonesia, including Mothercare, Early Learning Centre, Gingersnaps, Karen Millen, Coast, Coach, Justice & T.M. Lewin. Within 13 years of operation, Kanmo Group now is in a market leadership position in 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 Indonesian market by Kanmo Retail Group in 2013, the brand has been growing to 13 stores in 4 major cities.
- Click and Collect Implementation
- Quick Look and Get-A-Look feature Implementation
- Live Inventory Stock Update
- Unified Online & Offline Shopping Cart
- Live Justice Blog Implementation
- Flexible Delivery Method Implementation
- Integration with Capillary CRM, POS and Order Management System
- Promotion Enhancement with Various Discount Methods
- Loyalty Mobile Application
Young customer generation nowadays are engaging with fashion brands in multiple ways, such as in-stores, on mobile, desktop, and 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 various competitors. For Justice, it was essential to ensure a consistent brand experience in each and every channels their customers choose to engage with.
Moreover, with a portfolio included 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. To realize their vision, Kanmo Group partnered with SmartOSC, a premium e-commerce agency, for consulting, designing user-centric experiences, technical implementations and integrations.
A Scalable and Omnichannel-Ready Platform
For this project, the latest version of Magento Commerce was selected for the most modern and relevant designs with the latest features and powerful capabilities. In addition, the latest offering from Magento will support the best omnichannel implementation and security, which is essential for any e-commerce store. 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
The new website is designed to put emphasis on enhancing customer experience and inspire them with a wide range of products.
Quick view function was set-up, allowing access to product information, images, and order product without leaving the product listing page. 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.
Google analytics was also integrated, helping Kanmo understand their customer’s behavior on the site and optimize for better experience.
'Get A Look' feature was developed. It enables customers to try mixing and matching or experiment with different styles and share it 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.
To enhance the interaction with customers and inspire brand enthusiasts, a blog has been developed allowing users to share fun DIY activities or post articles on Live Justice Blog. With the goal of boosting customer interaction with Justice brand, social network features were integrated so customers can easily share their favorite products with friends.
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. Click-and-collect option was introduced. Now for each item in their cart, customers can have it shipped to their homes or pick up at the nearest store. Operating multiple shops and a warehouse, Justice’s ecommerce system is capable of live inventory stock status update to ensure their customer buying experience is not interrupted.
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 customer shopping with Mothercare & ELC, Gingersnaps, Pumpkin Patch and Justice brands. For customer’s convenience when moving toward omnichannel, a mobile application was developed to allow them to keep track of loyalty point and keep them informed with new loyalty programs. When shopping with any brands in the Privilege Club program, customers can easily access, earn and redeem reward points across all brands by scanning a barcode right on their mobile screen.
Customer loyalty information is synced across channels via the CRM system so that customer 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.
Key Business Benefits
Built upon powerful Magento commerce platform, 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 single account and admin interface. SmartOSC will continue providing support service for Justice website and start working on the 2nd phase of the project to implement further omnichannel capabilities for Kanmo Retail Group.