RETAIL, MANUFACTURING AND PROPERTY
Lotus's, a leading hypermarket chain in Malaysia with 64 stores, is embarking on a dynamic digital transformation journey. Owned by the prominent multinational conglomerate Charoen Pokphand Group, Lotus's aims to enhance the customer experience and optimize operational efficiency, reinforcing its competitive position in the retail sector.
Lotus's sought to modernize its operations and explore new ways to engage with customers more effectively. Key challenges included a limited partner ecosystem due to the lack of a modern API bridge and inefficient marketing campaign processes across multiple channels such as email, mobile apps, and SMS. These issues not only hampered business growth opportunities with third-party merchants but also placed a significant burden on Lotus's internal CRM team.
To address these challenges, LPS implemented a tailored Salesforce CRM solution to meet the client's specific needs. A modern API bridge was developed to enable seamless integration with third-party merchants, facilitating the expansion of the company’s partner ecosystem. LPS also introduced a bulk voucher updating process, which allowed for real-time campaign updates and significantly streamlined operations. These enhancements dramatically improved the efficiency of multi-channel marketing campaigns, empowering Lotus's to deliver personalized and timely communications to customers while reducing operational workload.
LPS’ Salesforce CRM solution created substantial value for Lotus’s by optimizing operations and unlocking new growth opportunities. As a cornerstone of the retailer’s broader digitalization strategy, the solution enabled scalable and sustainable growth of customer engagement by laying a strong foundation for future innovation.
The new bulk voucher updating process has significantly reduced the workload of the CRM team, freeing them up to focus on more strategic initiatives. Additionally, the integration of a modern API bridge has streamlined collaboration with third-party merchants, allowing Lotus’s to broaden its partner network and generate additional revenue through new partnerships.
This successful project has positioned LPS as a trusted technology partner in Malaysia, paving the way for future collaborations on UI/UX enhancements, mobile app development, and advanced customer engagement strategies across Southeast Asia.
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