Creating omni-channel excellence @ Arçelik.

This is the story of how we transformed the leading manufacturer and retailer in Turkey into an omni-channel business. With a scalable digital engagement platform that is future-proof.
Capabilities in charge

Digital Commerce, Marketing Transformation & Technology, Salesforce, Sales & Service Transformation

Case: Arcelik

The Insight

A leading household manufacturer and retailer in Turkey, Arçelik A.S. has mainly operated in a B2B2C model via a dealer and aftersales & service network in Turkey. Digital offerings were limited and unattractive, as Arçelik had always been cautious to not cannibalize the dealer sales channel. However, market pressure dictated the enhancement of their digital capabilities and thereby the replacement of their bespoke, customer-facing applications.

Our Impact

Arçelik asked us to plan and build an omni-channel platform, replacing existing solutions. We examined the legacy system landscape, developed a solution target architecture, broke down high-level functional requirements, developed a functional target picture and performed a best-of-breed vendor selection. We identified the best solutions for Arçelik in 7 different domains – and took the platform live for Turkey after only 13 months.

The Process

After an agile implementation, we were ready for the go-live of a fully cloud-based integrated platform supporting marketing, personalization, product content management, digital asset management, digital commerce and order management. We built a solution supporting a large set of promotions, installment-based payments, end-to-end returns management, dealer and service partner search as well as Live Chat and Web2Case.

Facts

The Facts

145

functional clusters covered

900+

user stories

1

unified experience

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