OSIM had 10 different websites for its 10 regional APAC markets, run independently and on different platforms. This led to a fractured brand identity between the sites and a poor customer experience. SmartOSC was tasked with building a streamlined and personalized web experience in different languages while also accommodating the differences between each of the unique markets.
A new content management system (CMS) was needed for the 10 regions to unify OSIM’s website, while also allowing for localization. OSIM also needed a Clienteling portal and customer data platform (CDP) so the company could better identify and understand their customers. This would allow them to deploy marketing automation and personalization.
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Websites to come
SmartOSC built a centralized digital experience platform that can be monitored by the OSIM HQ team. All the sites are equipped with tools and third-party integrations to enable omnichannel shopping with seamless customer experiences, laying the foundation for digital scalable solutions in the future.
OSIM’s new unified database allows the company to extract insights from customer browsing habits to enable clienteling and give out personalized content to drive more revenue.
Creating a single source of truth concept for governance and consistent UX and UI across the regional websites allows OSIM to offer the same level of ultimate customer-centered experience across channels and regions.
The project started in 2020 and is still in implementation. It is divided into three phases, with different scopes of work and objectives.