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Based in 2000, Tigerlily is considered one of Australia’s main premium swimwear manufacturers that makes a speciality of vacation wardrobes designed for any event. Together with its ecommerce web site, the model additionally operates 11 shops throughout Australia.
Whereas the model was fast to acknowledge the necessity to serve prospects on-line and through its shops, making a constant buyer expertise throughout these gross sales channels was a problem. “We have been utilizing Shopify for ecommerce, and one other supplier as our POS system. The disconnect between each programs was leading to fragmented knowledge, and the shortcoming to launch shopping for experiences that mirror how buyers wish to store,” explains Travis Wright, Tigerlily’s CEO.
To unify its gross sales channels and construct a basis for extra seamless buying on-line and in-person, the model switched to Shopify POS.
Since switching to Shopify POS, Tigerlily has seen:
- 20% development in retailer common order worth
- 20% rise in group income in FY23 in comparison with FY22
- 4% greater common order worth for multichannel buyers when in comparison with single-channel buyers
Problem
For a model with a historical past steeped in brick and mortar retail, the shift in client buying habits because of the COVID-19 pandemic was a pivotal second of change.
With buyers nonetheless buying on-line whereas step by step returning to its shops, Tigerlily knew it wanted to unify each gross sales channels and assist the multi-channel purchaser’s journey.
Whereas the model selected Shopify for its ecommece platform, its POS system was from a unique supplier and related to its on-line retailer through an API. Whereas the programs have been technically related, knowledge didn’t sync to the identical reporting dashboards, inflicting fragmented buyer, order, and stock knowledge that might solely be resolved with handbook reconciliation.
The shortage of a local integration additionally prevented Tigerlily from providing hybrid buying choices like in-store pickup, retailer returns for on-line purchases, or perhaps a loyalty program that allowed buyers to gather and redeem factors on-line or in retailer.
There's nothing worse than a buyer coming right into a retailer and your workforce being unable to assist them. That, compounded with the fractured knowledge and time-consuming reconciliation course of, made us begin on the lookout for a POS system that labored higher with our ecommerce platform and allowed us to actually unify these channels.
Answer
Tigerlily applied Shopify POS in late 2021 on the recommendation of advisory agency BDO. With its POS system and ecommerce platform working in concord, Tigerlily’s retailer workforce may serve prospects how they needed to be served—whether or not or not it's processing a return for an merchandise bought on-line, fulfilling a retailer pickup order, or offering higher product suggestions based mostly on their buy historical past.
Tigerlily additionally launched a loyalty program with Yotpo that offers buyers the flexibleness to gather and redeem factors in-store and on-line. Moreover, the model put in customer support helpdesk app Gorgias, which permits its buyer care workforce to gather and talk buyer suggestions with retailer groups and enhance the buying expertise even additional.
Shopify POS additionally built-in seamlessly with its stock administration system (IMS), Cin7. The native integration between Shopify’s ecommerce platform and POS system enabled Tigerlily to launch in-store pickup, provide ship to home order fulfillment if a sure merchandise isn’t on-hand, and return or trade on-line purchases in retailer with out inflicting inaccurate stock reporting.
Since shifting to Shopify POS, prospects have a extra frictionless expertise once they store with us. We’ve launched providers and order achievement choices that merely weren’t potential earlier than that basically elevate the service we will present and make their expertise extra pleasant.
Outcomes
Since unifying its gross sales channels on Shopify, Tigerlily has been in a position to make use of detailed stories to get an entire 360-degree view of its prospects throughout all gross sales channels and benefit from every touchpoint. Leveraging its newfound centralized reporting has been an enormous value-add for the model, with income rising 20% yr over yr.
Detailed buyer profiles have additionally been a boon for retailer gross sales. Geared up with on-line and retailer buy historical past, Tigerlily’s retailer employees can present extra personalised suggestions to buyers, which has helped raise retailer common order values by 20% as properly.
Along with rising in-store gross sales, the model has discovered that prospects who store in-store and on-line—a cohort which represents over 20% of its buyer base—have greater order values than single channel buyers by as a lot as 4%. “This additional validates our imaginative and prescient for unifying digital and bodily buying experiences,” explains Travis. “Facilitating that multi-channel buying journey has a direct impression on our backside line, which makes it a worthwhile funding.”
Since switching to Shopify POS and bringing our gross sales channels collectively, we’ve seen a 20% development in retailer common order values and year-over. Prospects recognize that our expertise on-line and offline feels constant, which helps drive extra gross sales.
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