Omnichannel Retail Case Study | Improving Sales Conversion

Overview

Stockmann, a leading Nordic retailer, addressed a critical gap in its in-store journey by enabling customers to place orders for direct warehouse delivery. We designed an integrated solution that connects in-store systems with backend fulfillment, improving operational efficiency and customer engagement.

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Business Challenge

Stockmann, is a prominent Nordic retail brand operating across multiple regions and product categories. It faced a significant gap in its in-store customer journey, customers could not place orders efficiently for items unavailable in-store or requiring direct delivery from warehouses. This limitation reduced conversion opportunities and impacted overall customer satisfaction.

Our Approach and Solution

We enabled the entire frontend and backend experience for PANDA. Key elements of the solution include:

Omnichannel Design

Aligned with the client’s strategic objectives for seamless cross-channel execution.

Development on Sales iPads

Built the entire customer journey, from product scanning and guided order flows to POS payment capture, enabling frictionless checkout for staff and customers.

Backend Integration

Enabled order processing and direct-to-customer warehouse delivery.

Scalable Architecture

Designed with the idea to scale beyond Finnish markets.

Strong Collaboration

Ensured delivery remained on track despite challenges.

Business and Community Impact

The transformation unlocked measurable operational gains:

  • Enhanced Customer Experience: Enables seamless in-store ordering with direct delivery.
  • Higher Sales Conversions: Allows staff to close sales immediately, even for large or unavailable items.
  • Improved Customer Retention: Eliminates the risk of customers turning to competitors by offering fulfilment flexibility.
  • Operational Benefits: Accelerates inventory turnover and improves profitability.
  • Strong User Adoption: Demonstrates strong usability and high customer demand, particularly for heavy or bulky items delivered directly from the warehouse.

The team did an excellent job, and we can all congratulate ourselves for bringing PANDA to life.

Jari Grönmark, Specialist, Omnichannel Development, Stockmann