case study / Retail

1st Party Data Client Streamlines Omnichannel Customer Lookups with Stirista’s Encore UI

A leading retail client required a modernized solution for their Customer Service Representative (CSR) and Retail Store Associate teams to access and update customer records in real time. Facing the deprecation of their legacy lookup system, the client recognized Stirista’s Customer Data Platform (CDP), which housed their single view of the customer, as their cleanest record of truth. To bridge the gap, the client partnered with Stirista to build a custom, easily accessible interface powered directly by this data.

Objective

The primary goal was to replace an outgoing legacy system with a highly functional, user-friendly application that allowed CSRs and in-store associates to easily search, view, and edit customer profiles in real time. The solution needed to ensure zero data loss during the transition, rely entirely on the Stirista CDP for accuracy, and provide cross-device flexibility to support the daily workflows of various departments.

Solutions

Stirista developed the Encore User Interface (UI), a proprietary application that pulls directly from the client’s Stirista CDP database using our advanced API solutions. Stirista deployed a tailored approach:

Custom Scoping & Build

Collaborated closely with the client to define exact UI displays, specific editable data points, and intuitive search functionality options.
Managed a secure transition from the legacy solution, ensuring absolute data integrity with no lost data points.

Omnichannel Accessibility

Built Encore to function seamlessly on any device, providing critical flexibility for both desk-bound call center agents and on-the-floor retail associates.

Ongoing Managed Support

With the app in daily use, Stirista actively monitors and maintains the authorized user list, quickly accommodating CSR and Store Associate personnel changes.

Results

The Encore UI was immediately embraced by the client’s teams, resulting in an exceptionally quick and simple rollout process for all parties. With Encore fully integrated, the client now has seamless, real-time customer lookup and update capabilities across their entire service and retail footprint. By empowering their frontline workers with a fast, reliable single view of the customer, the client has streamlined their daily operations and significantly boosted the overall customer experience.