January 20, 2025
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1 min read
Lotok: Omnichannel Retail Automation with a Loyalty Program

Overview
For a chain of over 90 convenience stores, we developed an omnichannel retail management system and a loyalty program. The solution included a customer-facing mobile app with express and scheduled delivery options, as well as in-store pickup. The loyalty program was fully integrated with the retail chain’s POS systems.
What We Did
- Designed a financial model for launching omnichannel retail and a loyalty program.
- Developed a mobile app enabling delivery and in-store pickup options.
- Integrated the loyalty program into the app, including discounts and bonus points, synced with the chain’s POS software.
- Automated order assembly, delivery, and in-store pickup workflows.
- Built modules for content management, POS management, and accounting.
- Integrated a CXP platform and communication tools.
Results
- Piloted the solution in select stores, activating all communication and personalization channels.
- Launched delivery services and the loyalty program across two channels.
- Incorporated historical loyalty program data.
- Initiated scaling across the entire store network.
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