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38% increase in AOV due to Omnichannel & Multi-Currency Gift Card Transformation

OVERVIEW

MudAustralia, an internationally renowned luxury ceramics retailer, embarked on a significant digital transformation journey. They aimed to streamline their e-commerce operations by migrating from WooCommerce to a headless BigCommerce solution while integrating a unified gift card management system. This transformation was essential to enhancing customer experience across multiple touchpoints, including online stores and physical retail locations.

CHALLENGE

  1. Migration Complexity:

    MudAustralia's existing e-commerce platform, WooCommerce, was being replaced with BigCommerce's headless solution. This migration required meticulous planning to ensure data integrity and functionality were preserved while leveraging the advanced features of BigCommerce.

  2. Gift Card Integration:

    The existing gift card system needs to integrate seamlessly with DEAR POS, which is used in physical stores, to ensure that gift cards can be redeemed both in-store and online. Additionally, integration with DEAR POS / Cin7 Core (ERP) had to be compatible with Square for payments, adding another layer of complexity.

  3. Multi-Channel and Multi-Currency Management:

    MudAustralia operates across multiple regions, including the US, UK, and Australia, each with separate accounts. The solution needed to handle multi-currency transactions, manage inventory across multiple stores, and maintain consistent customer experiences regardless of location.

  4. Streamlining Operations:

    The new system had to support MudAustralia's growth ambitions, including increasing annual recurring revenue (ARR), lifetime value (LTV), average order value (AOV), and repeat purchases, while also offering a rewarding experience for loyal customers.

MudAustralia

SOLUTION

Multi-Currency and Multi-Country Gift Voucher Page

  1. Headless BigCommerce Integration:

    MudAustralia successfully migrated from WooCommerce to a headless BigCommerce solution. This transition allowed for greater flexibility in design and functionality, enabling a more personalized and scalable e-commerce experience.

  2. Unified Gift Card Management:

    The team selected a robust gift card management system that integrated seamlessly with DEAR POS/ Cin7 Core (ERP) and Square. This integration ensured that gift cards could be easily redeemed across all sales channels, providing a cohesive shopping experience.

  3. Multi-Currency and Multi-Store Handling:

    The new BigCommerce setup efficiently managed transactions across different currencies and stores. This setup ensured smooth operations in the US, UK, and Australian markets, with centralized control over inventory and sales data.

  4. Enhanced Customer Engagement:

    With the new system in place, MudAustralia implemented features to reward loyal customers, such as personalized promotions and targeted marketing campaigns. These initiatives aimed to increase ARR, LTV, AOV, and repeat purchases.

MudAustralia

RESULT

  1. Seamless Migration:

    The migration to BigCommerce was completed successfully, saving approximately 200 hours of manual work. This efficiency gain allowed the team to focus on other critical areas of the business.

  2. Growth Metrics:

    • Annual Recurring Revenue (ARR):

      Increased due to improved customer engagement and streamlined operations.

    • Lifetime Value (LTV):

      Grew as a result of enhanced customer loyalty programs and personalized shopping experiences.

    • Average Order Value (AOV):

      Boosted through effective cross-selling and upselling strategies.

    • Repeat Purchases:

      Saw a significant rise due to better customer retention practices.

  3. Enhanced Customer Experience:

    The integration of a unified gift card system and improved e-commerce functionality provided a seamless shopping experience, both online and in-store. Customers appreciated the flexibility of redeeming gift cards across all platforms.

  4. Operational Efficiency:

    The integration of systems and the migration to BigCommerce reduced manual administrative tasks, resulting in substantial time and cost savings.

  5. Increased Engagement:

    MudAustralia was able to reward their best customers and engage them with tailored offers and promotions, enhancing overall satisfaction and loyalty.

CONCLUSION

MudAustralia’s successful transition from WooCommerce to a headless BigCommerce solution, coupled with the integration of a comprehensive gift card management system, resulted in significant operational improvements and business growth. The project not only streamlined processes but also positioned MudAustralia for continued success in the competitive luxury retail market. By leveraging advanced technology and focusing on customer engagement, MudAustralia achieved its goals of increased revenue, enhanced customer satisfaction, and operational efficiency.