Back to Case Studies

Case Study: National Retail Chain – eCommerce Integration

Industry
Retail / eCommerce

Project
CRM + POS Integration for Centralised Customer Data

The Challenge

This national retail chain was growing rapidly, but its customer data was scattered across multiple disconnected systems. The CRM tracked sales enquiries and customer support, while the POS system captured transactions — but there was no central view of the customer.

Marketing teams struggled with inaccurate targeting, loyalty campaigns were inconsistent, and managers lacked visibility into customer lifetime value.

The main challenges included:

  • Customer interactions split across CRM and POS, making it impossible to track full histories
  • No single source of truth for loyalty program data and purchasing behaviour
  • Poor targeting, leading to wasted marketing spend
  • Lack of automation, with marketing triggers needing manual input
  • Inconsistent reporting, creating blind spots in decision-making

The result was missed opportunities for upselling, poor marketing ROI, and reduced customer loyalty.

Retail Software

Retail Software

The Solution

We implemented a Zoho CRM and POS integration that created a single, centralised customer record accessible across the business.

Key features included:

  • Synced POS transactions into Zoho CRM, linking purchase history to customer profiles
  • Loyalty program automation, capturing rewards, redemptions, and triggers for re-engagement
  • Targeted marketing workflows, segmenting customers by purchase behaviour, demographics, and engagement level
  • Dashboards for managers, showing customer lifetime value, campaign performance, and loyalty metrics
  • Automation triggers, such as abandoned cart follow-ups and purchase anniversary campaigns

This solution connected front-line retail operations with back-office marketing and sales, creating a fully unified customer view.

Let's find your solution

THE IMPACT

The integration delivered immediate and measurable results

Thanks Adam for the discovery workshop today. Feeling really excited to transform my business like never before. You were able to quickly identify the gaps in the business and create a very positive pathway moving forward very excited to experience the execution feeling very confident with your skill set and all that you bring to the table. thank you ❤️

Louise D / Founder & CEO

Why It Matters

In today’s retail landscape, personalisation is everything. By connecting CRM and POS, this national chain transformed customer data into actionable insights, enabling smarter campaigns, stronger loyalty, and higher returns.

Instead of wasting resources on blanket marketing, the business now delivers timely, personalised, and relevant communications — all with less manual effort.

The result? A more profitable, customer-focused retail business that can scale efficiently while delivering a consistent experience across all stores and digital channels.

contact us