Client at a glance
Enabling Seamless Video Retail Engagement with a Custom Portal Development
Go Instore, a UK-based company, revolutionized the retail experience by offering a video-powered solution that connects customers directly with store experts through live one-to-one HD video calls. This innovative technology enhances engagement, creating more personalized shopping experiences and driving retail success. As a result of the COVID-19 pandemic, Go Instore saw a surge in global interest and needed to scale their operations efficiently.
Challenge
The company’s rapid growth, fueled by the surge in retail demand during the pandemic, presented significant challenges:
- Scalability Issues: Existing development resources struggled to keep up with the increased demand for the platform.
- Multiple Small Projects: Go Instore required a partner to assist with various initiatives, including portal development, call recording, customer care, and scheduling.
- Resource Constraints: With global retailers eager to implement the solution, Go Instore needed to manage and expand the platform’s capabilities without compromising service quality.
Our Approach
We partnered with Go Instore to provide scalable solutions and support for their growing operations.
Key actions included:
- Portal Development: Designed and built the Go Instore Portal to allow retail clients to manage their accounts and live advisers.
- Role-Based Access: Implemented a robust system to manage user permissions, ensuring appropriate access to sensitive data and functionalities.
- Comprehensive Account Management: Enabled retail organizations to create and manage advisers, locations, departments, and accounts for smooth operations.
- User and Tracking Functionality: Developed advanced tracking capabilities, including dashboards for monitoring adviser availability, call statistics, and key metrics like valuable calls, cancellations, and declines.
Impact delivered
The enhancements led to tangible improvements in Go Instore’s platform, enabling them to scale quickly and efficiently:
- Codebase Augmentation: Improved coding standards, logic, and deployment processes for smoother platform updates.
- Enhanced Security: Strengthened platform security to protect sensitive user data and transaction information.
- Customer Portal: Delivered an intuitive and comprehensive portal for retail clients, providing them with tools for effective account and resource management.