Objectives and Challenges

– Lack of customer’s centralized database 

– Customer feedback and information are collected through handwriting manually 

– Lack of data control & management due to employee retention leads to loss of customer insights and relationships 

Solutions

– Setup Wecom in Mainland China, Macau, and Hong Kong of over 15 stores with up to a hundred staff 

– Provided tailored WeCom Implementation sessions to the brand’s retail team for effective data capturing

– Completed WeCom Account Set-Up from customized user journey, asset library, and management.

– Seamlessly WeCom integration to brand Official Account & Mini Program for effective accessibility 

– Fully deployed the brand’s SOP of CRM and clienteling over WeCom

Results

– Strengthen the brand’s data ownership 

– Flexibility and feasibility to create and maintain layers of touchpoints between brands and customers 

– Personalized WeCom journeys for maximizing revenues & customer satisfaction