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Case Study — Family-Owned Retailer (12 locations)

From islands of POS/ERP to one unified retail platform—with a loyalty app customers love

When each store runs its own stack, pricing, inventory, and customer data drift apart. We consolidated the core systems, synced the catalog in real time, and launched a mobile app for ordering, loyalty, and curbside—without pausing day-to-day operations.

Client at a Glance

  • Type: Family-owned specialty retailer
  • Footprint: 12 brick-and-mortar locations + warehouse
  • Starting point: Each location had its own POS/ERP, price files, and loyalty tools; zero cross-store visibility

The problem (before)

  • Isolated systems: Each store had its own POS/ERP and procedures—pricing drifted, stock counts didn’t match.
  • Inconsistent promos: Flyers, price files, and loyalty points differed by location; reconciliation was manual.
  • Limited omnichannel: No BOPIS or curbside; phone-in orders used sticky notes and call-backs.
  • Ops overhead: Nightly spreadsheets to cobble together sales, returns, transfers, and reorder points.
Before: store systems per location → manual exports → spreadsheets → delayed decisions Image slot — Before

What we delivered (after)

A single source of truth for products, prices, and customers—plus a mobile app that ties it all together.

Core platform

Unified ERP/POS backbone

  • Consolidated product, price, tax, tender, and store hierarchies
  • APIs to push/pull transactions and item updates in real time

Inventory

Catalog & inventory sync

  • SKU master, variants, and barcodes unified across 12 locations
  • Near-real-time stock and transfer tracking; low-stock alerts

Pricing

Price & promo engine

  • Central rules for promos, coupons, and bundles with time windows
  • Store overrides with approvals; audit trail for changes

CX

Unified customer & loyalty

  • Single customer record across stores; digital receipts
  • Points, tiers, and targeted offers powered by purchase history

Mobile

Customer mobile app

  • BOPIS/curbside, reorder from past purchases, wallet for offers
  • Push notifications for back-in-stock and local promos

Ops

Store & HQ dashboards

  • Sales, margin, shrink, and pick/pack SLAs with exception flags
  • Role-based views for managers, buyers, and store leads

Security & governance (retail-focused)

  • Payment posture: Card flows isolated; aligns to PCI DSS scope reduction (tokenized, vault-backed).
  • PII care: Consent-based marketing; data minimization; opt-out & deletion workflows.
  • Access: SSO + MFA; least-privilege roles for store/HQ; audit logs for price changes.
  • Data: TLS 1.2+ in transit; AES-256 at rest; key management via cloud KMS.
  • Tax & regions: Central tax rules with store overrides; region-aware pricing windows.

How we work (no-stallover rollout)

  • Discover — map store processes, catalog differences, price rules, loyalty terms
  • Design — define golden SKU + customer record; promo rule syntax; app flows
  • Build — adapters for existing POS; nightly backfills + near-real-time events
  • Integrate — payments, tax, shipping carriers, email/SMS, push notifications
  • Pilot — 2 stores first; measure shrink, stock-outs, and app adoption
  • Scale — roll to remaining 10 stores with playbooks and guardrails

Illustrative outcomes (first 90–120 days)

  • Inventory accuracy: ↑ to 97.2% (+10.4 pts) across 12 locations
  • Stock-outs: ↓ 22% on top 500 SKUs; faster inter-store transfers
  • Promo accuracy: 100% price consistency day-1 of flyer window
  • Pick/pack SLA: 85% BOPIS ready in < 30 mins; curbside wait ↓ 41%
  • App adoption: 18k installs; 42% of transactions with loyalty ID
  • Shrink: ↓ 8% with exception alerts on returns & transfers
KPI cards — accuracy up, stock-outs down, faster BOPIS, shrink down Envision 360

Why this mattered

  • One view of the business: products, prices, and customers consistent everywhere.
  • Less manual work: no more nightly spreadsheets; HQ sets rules, stores execute.
  • Better customer experience: app + loyalty + curbside makes local feel premium.
  • Growth-ready: new stores slot into the same playbooks and APIs.

What we hand over

  • Admin control: update catalog, promo rules, and store hours without code.
  • Playbooks: inter-store transfers, BOPIS, returns/exchanges, and curbside SOPs.
  • Governance bundle: role matrices, audit report templates, retention schedule.

Talk to us

If your stores run differently and it shows up in your pricing, inventory, or customer experience, we can help you unify the stack and add the right omnichannel pieces—without stopping the business.

Schedule a Free Consultation