BlueSpark Commerce
Omnichannel retail integration
2.4×
Revenue growth (year one)
+180%
Cross-channel return rate
97.3%
Customer identity match rate
91%
Staff app adoption
The challenge
Inventory, pricing, and customer data lived in three separate systems. Online and in-store experiences were disconnected.
BlueSpark Commerce operates 22 retail stores alongside an e-commerce business that had grown to 40% of revenue. Inventory lived in the store POS system; e-commerce orders were managed separately; customer loyalty data was in a third platform. Customers who bought online couldn't return in-store. Staff had no visibility of a customer's online purchase history. The systems were actively damaging the brand experience.
Our approach
Integration architecture
Rather than replacing any of the three systems (which had significant sunk cost and staff familiarity), we designed a middleware layer that created a unified data model across all three — a single customer record, a single inventory pool, and a single pricing engine.
Unified customer identity
Entity resolution across 340,000 customer records identified duplicate accounts and merged them into canonical profiles. A single loyalty ID now works across all channels.
Staff tooling
A lightweight staff app gives store associates full visibility of a customer's online history, outstanding orders, and loyalty balance at point of service. Built to be learned in under five minutes — staff adoption reached 91% within the first week.
“We'd been talking about omnichannel for three years. Maple & Chen delivered it in four months without replacing a single legacy system.”
David Chukwu
Commercial Director, BlueSpark Commerce
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