In the rapidly evolving world of retail, Forever New has successfully navigated its way through a transformative digital journey, leveraging cutting-edge technology to enhance its brand presence, improve customer experience and boost operational efficiency. Through a series of strategic initiatives, Forever New has embraced innovation to adapt to the changing market dynamics and emerge as a frontrunner in the retail industry.
Retail Technology: Integrating the future
Forever New kickstarted its digital transformation by implementing an integrated Point of Sale (POS) system across all its retail locations. This technologically advanced POS system not only streamlined in-store transactions but also featured a state-of-the-art loyalty and promotion engine. The real-time data integration with online and ERP channels enabled the brand to offer a seamless omnichannel sales experience to its customers, bridging the gap between physical stores and online platforms.
| Integrated POS system streamlines transactions, fosters loyalty.Additionally, embracing Omni commerce through collaboration with Myntra helps us to extend reach, bridge online-offline shopping realms for enhanced customer experience. |
E-commerce initiatives: Embracing omnicommerce
Recognising the growing importance of e-commerce, Forever New became one of the first brands to adopt Omnicommerce, forming a collaboration with Myntra. This strategic move enabled Forever New to tap into a broader audience and extend its reach beyond traditional retail boundaries.
Customer Experience: A personal touch
Forever New understood the significance of personalisation in enriching customer experience. To achieve this, the brand introduced a combined loyalty programme for both in-store and online shoppers. Real-time integrations between retail outlets and the web shop enabled a seamless rewards system that catered to each customer’s preferences and purchase history.
Furthermore, the brand embraced digitalisation in customer services by launching Toll-Free, IVR, auto call distribution and response systems. These initiatives enhanced the efficiency of customer support, ensuring timely and effective resolutions to queries and concerns.
The implementation of a customer NPS and feedback system, along with smart digital receipts, allowed Forever New to gain valuable insights into customer preferences and sentiments, further refining its products and services.
Personalisation and Communication: Targeting the right audience
Forever New recognised the potential of personalised communications in engaging customers effectively. To achieve this, the brand integrated WhatsApp Business APIs for marketing campaigns. This move allowed it to reach customers on their preferred messaging platform, enhancing brand engagement and increasing customer satisfaction.
Additionally, the brand adopted a Customer Data Platform (CDP), Customer Relationship Management (CRM) and Marketing Automation tool powered by AI. This combination enabled Forever New to segment customers intelligently, personalise communications and deliver the right messages to the right audience at the most opportune times, significantly boosting customer retention and loyalty.
Backend System: Empowering efficiency
Forever New identified the need for an efficient backend system to support its growing operations. To that end, the brand implemented a comprehensive HR management system, complete with a performance management system and other cutting-edge features. This empowered the brand’s workforce and contributed to a positive work environment, fostering innovation and excellence.
| Forever New’s expansion into additional marketplaces such as Nykaa, Ajio and Cliq further solidified its position within the e-commerce sector. This expansion allowed the brand to cater to a broader audience while adhering to its established standards. By embracing innovations like integrated POS systems, Omni commerce personalised communication and AI-driven backend solutions, Forever New has adeptly navigated the dynamic retail landscape and emerged as a customer-centric, forward-thinking brand prepared to tackle the challenges of the digital age. |
Automating inventory planning and channel allocation through AI-based algorithms streamlined the supply chain process, ensuring optimal stock levels and improved customer satisfaction.
Forever New’s expansion to more marketplaces, including Nykaa, Ajio and Cliq, further solidified its position in the e-commerce space, catering to a wider audience while maintaining the standards of the brand.
The brand also implemented a robust Order Management System (OMS) to efficiently manage various e-commerce channels, ensuring prompt order processing and timely deliveries.
Forever New’s digital transformation journey stands as a shining example of how technology can revolutionise a brand’s presence, customer experience and operational efficiency. By embracing innovations like integrated POS systems, Omni commerce, personalised communications and AI-driven backend solutions, Forever New has successfully navigated the changing retail landscape and emerged as a customer-centric, forward-thinking brand ready to embrace the challenges of the digital era.
