New Era: An Unforgettable Journey of Digital Transformation in Marketing Technology

In the rapidly evolving world of retail, Forever New has successfully navigated its way through a transformative digital journey, using the latest technology to enhance brand presence, improve customer experience and improve operational efficiency. Through a series of strategic initiatives, Forever New embraced innovation to adapt to changing market dynamics and emerged as a leader in the retail industry.

Retail Technology: Integrating the future

Forever New began its digital transformation by implementing an integrated Point of Sale (POS) system in all of its retail locations. This technologically advanced POS system not only streamlines in-store transactions but also features a state-of-the-art loyalty and promotion engine. The real-time data integration of online and ERP channels enables the brand to offer a seamless omnichannel sales experience to its customers, bridging the gap between physical stores and online platforms.

The integrated POS system streamlines transactions, improves loyalty. In addition, embracing Omni commerce through partnership with Myntra will help us expand reach, bridge online-offline shopping areas for enhanced customer experience.

E-commerce initiatives: Embracing omnicommerce

Recognizing 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 wider audience and expand its reach beyond traditional retail boundaries.

Customer Experience: A personal touch

Forever New understands the importance of personalization in enhancing the customer experience. To achieve this, the brand introduced an integrated loyalty program for in-store and online shoppers. Real-time integrations between retail outlets and the web shop enable a seamless rewards system that takes care of each customer’s preferences and purchase history.

In addition, the brand has embraced the digitalization of customer services by launching Toll-Free, IVR, auto call distribution and answering systems. These initiatives improve the efficiency of customer support, ensuring timely and effective resolutions of questions and concerns.

The implementation of a customer NPS and feedback system, along with smart digital receipts, allows Forever New to gain valuable insights into customer preferences and sentiments, further refining its products and services.

Personalization and Communication: Targeting the right audience

Forever New recognizes the potential of personalized communications to effectively engage customers. To achieve this, the brand integrates WhatsApp Business APIs for marketing campaigns. This move allows customers to reach their preferred messaging platform, improving brand engagement and increasing customer satisfaction.

In addition, the brand has adopted Customer Data Platform (CDP), Customer Relationship Management (CRM) and Marketing Automation tools powered by AI. This combination enables Forever New to segment customers intelligently, personalize communications and deliver the right messages to the right audience at the most appropriate times, improving customer retention and loyalty.

Backend System: Strengthening efficiency

Forever New recognized the need for an efficient backend system to support its growing operations. To that end, the brand has implemented a comprehensive HR management system, complete with a performance management system and other cutting-edge features. This empowers the brand’s workforce and contributes to a positive work environment, fostering innovation and efficiency.

Forever New’s expansion into additional markets such as Nykaa, Ajio and Cliq further strengthens its position within the e-commerce sector. This expansion allows the brand to cater to a wider audience while adhering to its established standards. By embracing innovations such as integrated POS systems, Omni commerce personalized communication and AI-driven backend solutions, Forever New has successfully navigated the dynamic retail landscape and emerged as a customer-centric, forward-thinking brand poised to face the challenges of the digital age.

Automating inventory planning and channel allocation through AI-based algorithms streamlines the supply chain process, ensuring optimal stock levels and improving customer satisfaction.

Forever New’s expansion into multiple markets, including Nykaa, Ajio and Cliq, further strengthens its position in the e-commerce space, serving a wider audience while maintaining brand standards.

The brand has also implemented a robust Order Management System (OMS) to effectively manage various e-commerce channels, ensuring quick order processing and timely delivery.

Forever New’s digital transformation journey stands as a shining example of how technology can transform a brand’s presence, customer experience and operational efficiency. By adopting innovations such as integrated POS systems, Omni commerce, personalized communications and AI-driven backend solutions, Forever New has successfully navigated the changing retail landscape and emerged as a customer-centric, forward-thinking brand that is ready to accept the challenges of the digital era.

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