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CEO INTERVIEW: Kawan Lama merges web carts with real shelves
Retail Asia
|Issue No. 08
Visitors to its e-commerce platform who end up buying items increased eightfold.
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INDONESIA
Indonesian retail giant Kawan Lama Group is trying to engage customers through digital and physical touchpoints to create a consistent experience from start to finish, as part of its push to drive up sales.
The group's strategy focuses on integrating online and offline customer data for a unified omnichannel experience with its e-commerce platform Ruparupa.com, CEO Teresa Wibowo said in an exclusive interview with Retail Asia.
In-store customers can scan products to add them to their wishlists on the app or even complete purchases without queuing at the cashier. Store staff are equipped with sales apps to assist customers, process orders, and provide detailed product information, including from the videos.
The group trains staff in both offline and online environments to have deep product knowledge to leverage its omnichannel approach.
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