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.