Digital technology ecosystem creator Gtech Digital Asia bagged the Indonesia Technology Excellence Award for Digital – Retail at the Asian Technology Excellence Awards 2023 for its enabling the creation of a digital ecosystem for one of the top retail industry players in Indonesia through an integrated, robust and comprehensive CRM, loyalty & e-commerce platform solution.
This project that Gtech did for its client was to resolve several key retail key challenges such as the collection of customer data and information, cross-selling and upselling, having a comprehensive online commerce platform, and a comprehensive loyalty platform, amongst others.
The client has more than 150+ brands, 2400+ offline stores, and 380+ brands in online channels.
Gtech provided a comprehensive digital customer management-managed services, starting from technology platform management, business insight recommendations, digital marketing & campaign creation, coalition loyalty programme creation, customer engagement & communication, including customer and internal staff support powered by data driven digital ecosystem for multiple industries.
For the coalition loyalty management, it has also provided loyalty points clearing house service which govern customers’ point earning and redemption rules to be applied between brands or entities within the group. This, in turn, enabled flexibility of customer’s reward options for a group who wants to manage multi-brands customer’s profile and loyalty within a unified loyalty membership programme and platform.
Since Gtech’s engagement with its client a few years ago, they had the same objective: to have a single comprehensive and integrated platform that could manage the overall customer journey that will increase the customer experience, convenience, and loyalty as part of the client mission to provide a 360-customer lifestyle solution.
The scope has continued to grow, fully supporting end-customer and store-front operation for any support required in regards to customer-related inquiry in loyalty platform and transaction.
“On a regular basis, Gtech continues to enhance its capability and create new features and capabilities that will provide new innovation for our clients to compete in the market,” the company said.
Currently, the project between Gtech and its client has been successful in integrating customer management and membership programmes, ensuring a seamless omni-channel journey, managing customer service, and developing a strategic partnership, amongst others.
“The client has been very proud and [is] using our solution as a way for them to achieve several of their objectives,” the company said.
Asian Technology Excellence Awards honours the most outstanding technological projects and innovations, and recognises exceptional companies that are riding the digital disruption wave to lead the digital transformation journeys in their respective industries.
The Asian Technology Excellence Awards is presented by Asian Business Review. To view the full list of winners, click here. If you want to join the 2024 awards programme and be acclaimed for your company’s outstanding retail initiatives, please contact Jane Patiag at jane@charltonmediamail.com.
