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Digital & User Experience

Accelerating Online Revenue Growth

Project Overview
Project Overview

Retailers are feeling the squeeze from consumers demanding better in-store and digital experiences. Our national retail client saw the opportunity to improve their omnichannel operations by focusing on customer experience on their website and mobile app.

Results area

The Concord team provided continuous improvements for our client’s website over the past five years by improving the technology underpinnings and customer experience. Our team successfully:


  • Implemented BOPIS (Buy Online, Pickup in Store) with real-time storewide inventory
  • Implemented and integrated SFCC, SFMC, Service, and MuleSoft
  • Implemented a data hub and integration CoE for data insights and produced relevant dashboards to measure results
  • Built a custom framing application on SFCC and Heroku
  • Developed and maintained a mobile app and microsite dedicated to their various business lines


As a result, our client enjoys the following benefits:


  • Single source of truth near real-time, self-service reporting and store dashboards, no shadow-BI
  • Improved customer experience and brand loyalty, 800% increase in digital revenue in last four years
  • 3X conversion uplift during pandemic enabled by Curbside and BOPIS
  • Increased digital marketing KPIs, like click-through rate, by 2X

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