Andersen was approached by Media Markt - one of Europe’s largest retailers. The customer’s requirements were focused on the three main areas described below.ChallengeThe first issue was related to eCommerce and stock management. While running dozens of outlets across Europe, the company’s online sales were assigned to a single unified online store. As an outcome, given numerous orders being made continuously and vast distances between physical stores, shipping problems emerged. That's why the customer needed a tech tool to aggregate data, both product-specific and stock-level, across all locations in real-time.The second challenge was related to the customer's local web presence. Media Markt was willing to improve it so that client feedback could be properly collected, its loyalty program could be streamlined, and its recruitment processes could be facilitated with the help of an online career portal.Thirdly, self-service terminals in the company’s physical stores were slow, cumbersome, and unpopular. Those machines needed a software refresh and a new UI to ensure the best possible user experience. As a result, these terminals were expected to give Media Market leverage to: cut its costs, increase user engagement, optimize store traffic, facilitate the positive image of the business in the eyes of its store visitors, create an additional channel for communication with buyers and promotion of its offers.Finally, to highlight the benefits of working for Media Markt, our team developed and launched an online recruitment portal. Via this portal, a potential employee can see current vacancies with filters for a job position and location, apply for a position by filling out an online form and attach their CV. With this improvement, the customer was expected to gain an edge in the competitive labor market by attracting more relevant candidates, streamlining the assessment procedure, and building a full-fledged base of potential candidates to invite later.SolutionSpeaking about the software for self-service terminals, the main obstacle was constituted by the fact that they were difficult to use. As an outcome, clients would often have to ask Media Market’s staff members for assistance. Andersen’s software developers created a new user-friendly interface and effectively reduced the overall number of steps needed to make purchases and book deliveries. Finally, the payment process was significantly streamlined.Andersen successfully handled the challenge posed by questionnaires and customer loyalty program issues. Namely, our developers integrated a survey system into the existing loyalty program. Another improvement was about providing incentives for clients to complete the questionnaires by offering them reward points. The latter can be redeemed as discounts for future purchases. Data stemming from these surveys is combined with each customer’s purchase history, search requests, and other information to create a more personalized experience and offer them better-targeted discounts and sale notifications.As for the recruitment portal, Andersen focused on demonstrating the benefits of working at Media Markt to potential employees. For this purpose, we closely collaborated with the company when developing the online recruitment portal. The website displays current vacancies that can be filtered by roles and locations. Thus, potential candidates can apply for job openings by filling out an online form and attaching their CVs or linking it to an external online resume.ImpactOwing to our extensive experience in such relevant fields as physical retail, eCommerce, logistics, and internal data handling and management, Andersen proved itself to be a good choice for this multi-faceted project. Our complex expertise helped the customer in each of the areas. The mixture of our skills and industry knowledge was particularly helpful for the following two priorities:Ability to resolve challenges associated with warehouse and stock management. Our team implemented a solution to aggregate, assess, and monitor product and stock information from the company’s retail outlets for their online shop.Ability to collect buyers’ data more effectively and improve the existing loyalty program. For this purpose, we created a system of surveys and questionnaires. Data from these surveys is combined with such information as purchase history and search requests to create a more personalized experience and offer everyone consumer-targeted discount and sale notifications. The dashboards we envisioned and delivered in this respect are also noteworthy for being easily navigable, intuitive, and informative.
