15+
digital and creative consultants deployed
4+
flagship programmes of work supported
100%
on–time completion of critical milestones
OWNING CHANGE IN RETAIL
Our client is a market-leading fashion, beauty, and luxury retail conglomerate with presence across 70+ countries worldwide.
The challenge:Omnichannel Optimisation
Following a global mandate, our client’s APAC headquarters initiated a strategic transformation to uplift CRM capabilities and enhance their digital product experience. With Salesforce CRM already deployed globally, our client required rapid regional alignment to eliminate data inconsistencies and strengthen engagement across sales agents, customers and internal teams.
To sustain delivery momentum, our client needed to bring in subject-matter experts (SMEs) capable of contributing technically while integrating seamlessly into their complex, internal environment. Capability gaps across product, design and system functions required urgent attention to ensure continuity and maintain velocity during a critical phase of the digital transformation.
Simultaneously, our client aimed to elevate customer experience and engagement across their loyalty programmes, boutique experiences, and omnichannel platforms. Due to a lack of internal bandwidth and specialised resourcing capabilities, particularly in specialised digital and product roles, our client partnered with TEKsystems to scale their digital product teams with targeted expertise.
Our proposal:Transformation Taskforce
TEKsystems collaborated with our client’s programme leadership to scope their CRM transformation and customer experience uplift roadmap. Armed with a deep understanding of their product roadmap, technical architecture and delivery environment, we identified, assessed and onboarded consultants who aligned with both technical requirements and organisational culture.
To bridge our client’s capability gaps, TEKsystems deployed 15+ consultants on-site across Application Development, UX/UI Design, Business Analysis, Product Management, and Business Systems Analysis. Embedded into cross-functional Agile squads, our consultants contributed to CRM enhancement, boutique experience design, loyalty programme development, and omnichannel application rollouts across various APAC markets.
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Real-world Results
TEKsystems’ engagement delivered a measurable uplift in CRM capability, customer experience and digital product maturity across APAC. Our consultants played a critical role in accelerating delivery and embedding scalable digital practices across key markets. Notable contributions included:
- Salesforce CRM Enhancement: The Salesforce CRM platform was unified and enhanced to improve data quality, usability and customer segmentation. These improvements enabled faster service delivery, more precise campaign execution and enhanced reporting for advanced customer insights.
- Interactive Boutique Experience: TEKsystems’ consultants contributed to the design and development of a boutique experience application that allowed customers to digitally explore and sample fragrances and beauty products in-store. This solution added an interactive layer to the physical retail experience and significantly increased customer engagement.
- Customer Loyalty and Platform Optimisation: Customer loyalty programmes were designed and integrated with the Salesforce CRM, delivering personalised rewards, tiered benefits and real-time tracking. Mobile and web version rollouts in the Hong Kong and Korea markets ensured consistent, localised digital experiences with seamless backend integration and optimised performance across omnichannel platforms.
- UX/UI Design Uplift: TEKsystems’ consultants elevated the UX/UI design practice by unifying brand standards and accelerating product development. The implementation of a reusable component library and consistent UX patterns improved cross-team collaboration and reduced design debt.
To optimise delivery and strengthen stakeholder alignment, TEKsystems’ consultants supported the implementation of the Scaled Agile Framework (SAFe). In close collaboration with our client’s leadership, they embedded SAFe best practices across squads, facilitated ceremonies, and coached internal teams to accelerate the adoption of delivery best practices. This drove greater efficiency, improved cross-team coordination, and enhanced transparency across product and technology functions.