Solution: B2C E‑Commerce Industry: Retail Core sector: Retail

Personalized Recommendations on a Global Scale

8+
Multistore Managed From a Single Panel
<sales.simplified>
Customer Segmentation
<recommendation.tailored>
Omnichannel commerce
<omnichannel.enabled>

The Challenge

WITTCHEN S.A. is one of the most recognizable exclusive brands in Poland. It has more than 30 years of history and has been listed on the Warsaw Stock Exchange since 2015. WITTCHEN manufactures and sells exclusive accessories, shoes and clothing, as well as luxury or travel accessories. It distributes through 7 of its online stores, 46 third-party marketplaces, and 113 stationary stores (located in Poland, the Czech Republic, Slovakia, Germany, Austria, Hungary and Ukraine).

WITTCHEN has set itself the goal of building a stable foundation for the further development of its online sales channel - taking into account current trends in customer service and communication. With this need, the company turned to Univio.

The purpose of the collaboration was to implement a new multistore platform. The platform supports an omnichannel commerce strategy, offering scalability for future growth.

A key aspect of the implementation was incorporating customer segmentation and enabling personalized marketing. The platform needed to handle various promotional scenarios tailored to customer needs and the company's sales policy.

  • A significant challenge was managing a wide assortment efficiently, which was addressed with a multi-level product catalog.
  • In line with the company's growth strategy, it was necessary to perform full integration with the most popular marketplaces, including Allegro, Amazon, and Zalando.
  • The platform aimed to enhance the customer shopping experience and boost loyalty, with a focus on e-commerce usability and functionality in line with the latest UX and UI trends.
  • The premise of the project was to create a fully responsive online store that would provide customers with the same shopping experience on any device.
  • It was necessary to implement tools that would streamline the process of handling and managing orders and complaints.
  • The project also included preparations for scaling operations, both by expanding the user base and by adding more language versions for additional European markets.
  • One of the stages of the project was also the implementation of integration with the Microsoft Dynamics ERP system.

The Solution

  • To meet the diverse needs of the WITTCHEN group, we recommended a platform based on our Univio Commerce technology, including a multistore setup with 8 online stores.
  • Although there are common functionalities, each store has its own currency and language. There are currently 8 stores: Polish (along with an English version of the site), German, Czech, Hungarian, Romanian, Austrian and Ukrainian. Another Slovak e-commerce is under development.
  • All stores have independent configurations of local payments, delivery methods, site design or advertising campaigns, which are managed from administrative panels.
  • We implemented an integration panel to manage individual store and marketplace systems. This module handles complaints, returns, and exchanges, coordinating necessary actions at showrooms or the main warehouse. It also allows employees to receive customer reports about order issues.
  • We have implemented a clear and intuitive shopping path that meets the needs of modern consumers at every stage of the order process. A store user can use the horizontal menu, search engine or recommendations to find the right product.
  • We integrated the sales platform with the client's ERP system using the MuleSoft ESB data bus. This is an open source solution that allows flexible, scalable linking of applications and, most importantly, real-time data flow between them.
  • As part of the administration panel, we prepared a multi-level catalog, which allows efficient management of a large number of products.
  • To enhance customer convenience and streamline logistics, we integrated the sales process with inventory. This allows customers to pick up products in-store on the same or next day, reducing delivery costs and enabling product quality verification upon receipt.
  • We improved the system’s stability and performance to handle increased traffic during holiday sales, fairs, and promotional campaigns. Leveraging Amazon Elastic Kubernetes Service and Amazon Aurora ensures the application scales effectively with seasonal load variations.
  • To ensure high availability and scalability, we used Amazon Web Services. On the Elastic Loadbalancer front, a reliable service that directs traffic to the appropriate servers, and Amazon CloudFront, a CDN service that makes application load times shorter and less dependent on user location.
  • Migrating files from a shared file system to Amazon S3 has helped improve application reliability and lifted the volume limitation in the media storage layer.
  • Backup security and the ability to manage the backup process is provided by AWS Backup, a centralized backup management service.

The Result

8+
Multistore Managed From a Single Panel
All online stores have a common panel that allows easy management of all products in showrooms and marketplace platforms.
<sales.simplified>
68%
Increase in Online Store Orders
A three-year increase in online store orders.
<orders.increased>
Omnichannel Commerce
Building the best possible customer experience in any online store; responsive website; integration panel to manage all shopping processes from one place.
<omnichannel.enabled>
Real-time data flow
We achieved a scalable and flexible combination of applications by integrating with the ERP system and using the MuleSoft ESB bus.
<data.standardized>
Customer Segmentation and Personalization of Marketing Activities
Customize sub-pages and assortments for customers based on their assignment to a particular segment in the platform.
<customers.engaged>
Integration With the Most Popular Marketplaces
Integration with major international platforms, such as marketplace, allows you to sell in new markets without creating your site in a particular country.
<business.expanded>
Click & Collect
The service improves logistics, reduces delivery costs and increases customer convenience.
<logistics.upgraded>
Multi-level Product Catalog
The panel allows any configuration of the catalog without limiting the customer in terms of levels and structure of the product tree.
<experience.improved>
Support for Multiple Promotional Scenarios and Discount Codes
Each store has a separate configuration of promotions and discount codes, allowing you to create any combination of store discounts.
<pricing.improved>
Dedicated claims management panel
It allows you to manage all complaints, returns and exchanges of goods from one place, regardless of the source of sale and country.
<returns.automated>
Increase Customer Loyalty
A loyalty card mechanism has been introduced, entitling customers to a discount by adding the appropriate code when shopping.
<loyalty.included>
Integration with Marketing Automation System
Support and personalization of sales and online marketing processes with a recommendation system.
<recommendation.integrated>
Future-proof system
The scalable architecture, based on AWS and Kubernetes services, ensures that applications are ready for business growth.
<scalability.ensured>
25%
Increase of Mobile Purchases
An increase in the share of purchases through the mobile version by 25% of the Wittchen.com store.
<purchases.increased>
10%
Increase in Value of Orders
Increase in value of orders by 10% over the past 3 years.
<value.increased>

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