Managing the Development and Launch of a Clienteling Application for a National Retailer
In this case study, we explore Clarkston’s project management support regarding the design, development, and launch of a clienteling application for a national fashion retailer. Read a synopsis of the project below or download the full case study.
Download the Launching a Clienteling Application Case Study Here
The client, a renowned national fashion retailer, offers a diverse range of clothing for men, women, and children. Known for its blend of classic and modern designs and exceptional in-store customer service, the retailer has built a loyal customer base in the U.S. and beyond. However, the retailer faced challenges in providing a seamless customer experience due to the need for associates to navigate across multiple data sources to answer customer questions. This resulted in inefficient and disjointed interactions between associates and customers.
To address this issue, the store operations team sought a solution to streamline access to customer, product, inventory, and pricing data into a single application. This “one-stop-shop” application aimed to enhance the efficiency of associate-customer interactions. Initially, the client engaged Clarkston to select a vendor for the clienteling software. However, after discussions with vendors and a leadership change, the client decided to develop the application in-house. Clarkston was then engaged to provide project management support for the design, development, and launch of the app.
Despite the late-stage pivot and the proximity to peak holiday season, Clarkston fast-tracked the project to deliver a minimum viable product (MVP) within 90 days. Clarkston managed the full lifecycle of the project, from initial design to post-launch enhancements. The primary objectives were to streamline data access for associates, create efficiencies in interactions, equip associates with key customer details, and decrease inconsistencies in data access.
As a result, Clarkston explored various mobile application platforms, mapped MVP functionality, managed scope during development, and gathered real-time feedback through demos and pilots. The application was successfully launched in over 400 stores ahead of the peak season, simplifying access to pricing and inventory data, enhancing visibility into customer purchase activity, and promoting seamless associate-customer communication.
