Collaboration Framework Archives - SkillNet Solutions

Custom mobile check-in app helps James Avery keep customers safe

“SkillNet designed and implemented a bespoke mobile check-in application for James Avery that allows stores to better manage customer queues. This application allows customers and store personnel to maintain social distancing practices and adhere to COVID-19 regulations.”

James Avery Artisan Jewelry is a vertically integrated, family owned company located in the heart of the Texas Hill Country. They are a multi-channel retailer with 94 James Avery stores in four states. Their jewelry is also available in more than 215 Dillard’s stores in Texas and in 28 additional states; and nationwide through JamesAvery.com. Their jewelry is crafted in Texas workshops in Comfort, Hondo and Kerrville with the finest materials sourced worldwide.

On March 18th, James Avery Artisan Jewelry temporarily shut their retail stores to help slow the spread of COVID-19.  Select stores reopened on May 22, in accordance with Texas Gov. Greg Abbott’s recommended health protocols.

“We’ve missed our customers over the past eight weeks and we’re ready to begin calling some of our retail associates back to work after extensive furloughs in March,” James Avery CEO John McCullough said in a media release. “We’ve heard from our customers that they are ready to come back to our stores and we want them to know their shopping experience will be different as we continue to monitor safety protocols and adapt to the current situation.”

Each store is strictly following state guidelines as well as any additional local or county requirements for reopening in the community.

Care, concern and safety of associates and guests is a cornerstone of our business and we remain diligent as we work to reopen our retail stores,” McCullough said.

With the reopening of the stores, James Avery needed an easy to use yet enterprise ready mobile application to help them manage and maintain social distancing in their stores per state regulations regarding occupancy limits.

Their initial solution to address the issue, was to simply break out scraps of paper and give out numbers like in a deli. Of course, this experience was far from ideal as it wasn’t in alignment with their corporate culture and brand. James Avery prides themselves on the customer experience they offer and a hastily scribbled number on a scrap of paper just didn’t make sense. There had to be a better way to manage the customer queue to ensure that everyone in the store felt safe and not bunched up next to one another.

SkillNet’s approach to developing a bespoke mobile check-in application started with multiple functional design workshops. The result of these collaborative workshops was a series of Agile user stories that defined the benefits of the mobile check-in application. Then, the SkillNet team designed an enterprise architecture that securely integrated all the data points required by the user stories. The backend was built using Spring Boot in a Docker container.

As James Avery rolls out their bespoke mobile check-in application, store associates and managers are finding it very easy to use with little to no training. The application is helping stores to manage and maintain their customer queues during busy times keeping customer, and themselves, feeling safe as they shop for artisan jewelry from James Avery.

By keeping the development process open and transparent to James Avery, SkillNet was able to produce an application that exceeded initial expectations. Using Agile methodologies kept all stakeholders in the loop at all times and made sure that the solution not just met current requirements, but as an enterprise class application on a modern architecture, it is ready to adjust quickly and easily as new requirements arise.

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400+ lululemon stores across US, Canada & Europe get ready for safe COVID-19 operations with POS upgrade

SkillNet helps lululemon stores upgrade to drive safe in-store customer experience.

After closing in March, lululemon US, Canada & Europe stores began re-opening in early June. This meant an increased focus on safe shopping for guests (customers).  As the first of US stores went live with Oracle Xstore POS upgrade in June, it allowed lululemon to initiate several measures to enable safe shopping.

As part of its “Make it together” program, SkillNet partnered with lululemon to identify one of the important initiatives to make shopping in the stores a safer experience. SkillNet used its POS expertise to reduce customer touch points during checkout process. For example, instead of having customers select their preferences for opting in or out of the retailer’s email campaigns, the educators (cashiers) can now directly do it on their behalf. This change makes checkouts both safe and quick, and enables smoother interaction between customer and cashier.

As a result of the POS upgrade, guests who shop online can now ship gifts to home, and also drop off their returns at the door instead of entering the stores. The upgrade also improved reporting capability for better decision making.

While the upgrade began before the pandemic, SkillNet team collaborated extensively and worked  remotely to overcome shutdown challenges, including moving some of the testing hardware to their homes and supporting longer acceptance test cycles.

Another key challenge of the upgrade was the large amount of data that needed to be migrated. In order to expedite the process of migration, SkillNet used its StoreHubTM platform to load data. With StoreHubTM, the team was able to use the available service connectors to the POS system without creating new integrations and this resulted in shortened timelines. SkillNet also introduced DevOps for the automation of build, tests and releases.

The upgrades not only enable lululemon to ensure safe shopping during Covid-19 but also be more prepared to ensure richer store experience in the new normal.

The “Make it together” program is a SkillNet initiative to support its retail partners during the COVID 19 pandemic. As part of the program, SkillNet provides free modifications to retailer’s POS, ecommerce and other applications, that enable safe and convenient shopping for their customers.

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Luxottica improves technology deployment by reducing testing cycles from 48 hours to less than 2 hours

SkillNet enables Luxottica to speed up technology deployment cycles through automation and the adoption of DevOps processes.

With a strong portfolio of retail brands and 9200 stores, Luxottica is well positioned to serve every segment of the North American market with a variety of differentiated products & services, including the latest designer and high-performance frames, innovative lens options, advanced eye care, everyday value and high-quality vision care health benefits.

Luxottica aims at expanding its market through stronger retail distribution while consolidating its wholesale network and further growing its presence in e-commerce, department stores and travel retail.

As a brand leader, Luxottica has been taking initiatives to build agility in its online and offline technology and operations to continuously deliver improved customer experiences. As part of this initiative, Luxottica partnered with SkillNet to increase the speed of change in technology that is currently deployed in North America stores.

Retail applications like Point of Sale are traditionally viewed as less agile than their online counterparts, for good reasons. These applications are often complicated with dozens of intricate touch points with in-store hardware and software systems. They must work flawlessly for thousands of store employees over millions of purchase transactions. Glitches in Point of Sale can disrupt customer experience and hurt brand image. Therefore, retailers extensively test these systems before deploying to stores, and are wary of introducing frequent changes.  This poses a big challenge when shopping experiences are constantly evolving under the effect of demographic shifts and technology advances. This year COVID-19 has pushed the envelope further.

Luxottica’s technology team together with SkillNet is overcoming this challenge by applying agile DevOps techniques. First step was automation of the testing process involved in Point of Sale deployment. For this, SkillNet leveraged its expertise in developing test automation for Oracle XStore POS using xUnit, an opensource toolkit. This automation has reduced the testing cycle time from 48 hours to less than 2 hours, accelerating the deployment of technology changes to drive richer in-store customer experiences.

Next, Luxottica is working with SkillNet in automating the Point of Sale deployment process, which will complete the continuous integration and continuous deployment (CI/CD) pipeline. The success of this program has encouraged Luxottica to look at other systems in their global operations that can now be automated.

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Gross margin increase for cosmetic brand

Global cosmetics retailer increases growth margins with seamless POS unification across 50+ countries

Brief

Multi-brand cosmetics retailer reduces costs, complexity and accelerates digital transformation by unifying multiple POS systems to a single upgraded solution.

About the client

The client is a global leader in prestige beauty – delighting consumers with transformative products and experiences, inspiring them to express their individual beauty. With a diverse portfolio of 25+ brands, they are the only company who focus solely on prestige makeup, skin care, fragrance and hair care. They operate over 1500 freestanding stores and 1,700+ E/M-commerce sites in 50+ countries.

Challenge | POS unification across 50+ countries

Most of the client’s 25+ global brands had become a part of the client’s portfolio through various acquisitions. This meant that most of the brands provided independent in-store experiences with different underlying CRM and POS systems. The diverse in-store systems meant high maintenance costs, complex license management and vendor agreements. Small changes to the system required complex planning to cascade through the overall landscape.

The client also found it difficult to roll-out promotions or omnichannel capabilities globally. The systems also hampered the client’s ability to introduce critical initiatives such as BOPIS (Buy-Online-Pickup-In-Store) and BORIS (Buy-Online-Return-In-Store). All of this could impact the client’s charter to delight consumers with transformative experiences.

Solution | Ensuring continued seamless omnichannel experience

The solution was to migrate different brands, retail stores in various countries and disparate content to a consolidated in-store experience underpinned by a single POS solution with minimal disruption.

SkillNet started the engagement by harmonizing the global code base. The harmonization was intended to create a baseline system for all the brands and geographies while maintaining those components that had reuse value. SkillNet’s multidisciplinary agile teams and DevOps engineering helped automate and accelerate different stages of the project. The SkillNet solution also addressed the regulatory and fiscal requirements required by various countries. As a result, customizations across geographies were reduced and the delivery cycles shortened across brand silos.

During country wise implementations, a flexible design was created for extensions and services. This enabled reuse across different geographies. The global code base provided multiple layers of functionality which were applicable across regions, specific geographies, store formats and brands. The core functionality for omnichannel capability is being delivered globally. The solution also enabled BOPIS (Buy Online Pickup In Store), BORIS (Buy Online Return In Store) and OOFIS (Order Online From In Store) features. These have been introduced at country and brand level with minimal disruptions.

The roll out has been completed successfully for a majority of countries across Asia, Europe and North America.

The solution includes the implementation of Oracle Xstore POS and Oracle Retail Customer Engagement.

Results | Digital Transformation supports growth margins

Since its introduction, the client has reported robust growth in sales and growth margins due to the seamless omnichannel experience.

The unified POS solution allows the store associates to spend more time with customers on sales floor and this provides them with opportunities to cross sell and upsell products. Since the solution is being driven by services and base configurations, it has also increased customer engagement time and enabled cost savings.

The single global code base solution has also helped streamline vendor licensing, software upgrades, maintenance costs and provide system support from one single location. Faster release cycles have also helped accelerate the client’s digital initiatives.

SkillNet received the “Best Drive in Innovation and Process Transformation” award for its contribution to the client’s digital transformation.

All product names and trademarks are property of their respective owners.

Luxottica doubles the speed of change deployment

Luxottica doubles the speed of change deployment

Brief 

SkillNet enables Luxottica to double the technology deployment cycle through automation and the adoption of DevOps processes. 

About the client

Luxottica is a leader in the design, manufacture, and distribution of fashion, luxury, and sports eyewear. The Group’s global wholesale distribution network covers more than 150 countries across five continents and is complemented by an extensive retail network of approximately 9,200 stores mostly located in North America, Latin America, and the Asia Pacific. They also have a strong online presence.

Since 2017, SkillNet’s highly experienced business and retail consultants have supported Luxottica’s drive for higher customer responsiveness.

Challenge

As a brand leader, Luxottica values customer experience highly. Their drivers for change are “need for higher customer responsiveness” as well as higher “business agility”.  Both these require quick deployment of changes to technology.

The Luxottica team handles multiple new releases every year. With a complex landscape of products and solutions, the deployment process was laborious for even small updates and enhancements.  Technology release cycles were weighed down by a prolonged release process that was manual, prone to rework, and involving physical upgrade of store POS systems. This operational inefficiency resulted in increased costs and lower business agility.

Solution | Improving efficiencies in POS solution management with DevOps and Agile

The SkillNet team assessed the end-to-end deployment process. Drawing on the team’s deep retail systems expertise, SkillNet recommended a revised efficient approach by adapting DevOps and agile for POS solution management in a phased manner.

The first phase was the automation of the quality control process for build testing. SkillNet created automated test scripts to perform the regression of point of sale application. The automation changes which were introduced were independent of the changes being made on the POS application. This not only gave the Luxottica team more control but also ability to consider newer technology adaptations for expanded functionality.

Benefits | Improving customer responsiveness and business agility

With automation and adoption of DevOps processes, Luxottica has been able to

  • Add functionality to the POS systems to ensure quick response to customer demands without dependency on external partners. This was not only more efficient but also reduced costs
  • Two-fold increase in the speed of deployment (from 10 days per release to 5 days) by automating test scripts
  • Decrease in costs due to the reduced rework

All product names and trademarks are property of their respective owners.

POS reengineering for leading apparel retailer

A leading apparel retailer grows new personalized services line 5X in three years through speed, service & selection supported by POS reengineering

Brief 

A leading apparel retailer, successfully grew their new Custom Clothing line 5.5X in three years, with SkillNet’s reengineering of their legacy POS systems for higher speed, selection and service.  Now client’s Expert Style and Wardrobe consultants use an instore app on a handheld device to design and order custom tailored clothes.  

About the client 

The client is a leading specialty retailer, who deliver personalized products and services through an expansive omnichannel network that includes over 1,400 locations in the U.S. and Canada as well as branded e-commerce websites.

Challenge | Major technology transformation required to compete on speed, selection and service  

The client offers ready-to-wear clothing across their multiple specialty stores brands. In 2016, client saw an opportunity in offering Custom Clothing at the stores.

Expert wardrobe consultants and master tailors used an in-store app not only to order custom apparel but also advise on customizations available in styles, colors, fabric choices and for an optimal fit.   

However, the interaction offered a very narrow range of options for custom details like working buttonholes, pick stitching, lining, thread color and more.  In order to enhance customer experience and compete better in Custom Clothing, client needed to focus on three things: speed, selection and service.  

This was now a technology challenge for the legacy POS system. Clients heavily customized POS, still using flat files, required a three-month cycle to add every single custom option. As a further challenge, each of the nine sub-brands had their own customized legacy technology.  

Over the years, as no commercially available system could match the unique requirements, the legacy POS had been built with heavy customizations to match the business needs of client’s nine brands. This introduced technical debt and a limited ability to introduce new features without high risk of operational impact in multiple areas. 

The client realized the need to re-engineer their existing monolithic solution to enable further changes to their systems. In order to do this redesign from within they needed a partner with deep experience and capability on POS solutions that could work both with the latest technologies and the deployed legacy. They engaged SkillNet. 

Solution | Technology transformation using microservices, implemented incrementally 

SkillNet proposed a microservices approach for the legacy POS replacement. Their POS and stores expertise allowed them to identify the microservices to be extracted and used across multiple channels, providing omnichannel capability from the ground up. The creation of these services also meant the removal and simplification of existing POS customizations.

The first step was to re-architecture their data model. SkillNet created catalog, store, inventory schemas and built the micro-services on top of these schemas.  

The Store Service updates the data pertaining to a store and also manages the events and product labels available for the store within the company. Catalog service focuses on information pertaining to products, fabrics, models etc. It also holds the key information of a factory, company and labels available. When customers browse online, this application provides the information which is displayed.  The Inventory service provides information on any given fabric, based on the factory where its available.

In order to make the changes in the monolith system, the team not only needed a different architecture and tools but also introduced a different way of working, The DevOps enablement and agile approach represents complete transformation from previous practices for software development and project execution.   

While the transformation is ongoing, the initial phase has allowed introduction of new features in stores. To introduce these changes, SkillNet proposed a “Strangler Pattern” for incremental transformation of the overall solution. This allows for new features to be available early and avoids the need for a big program with a cliff hanger at the end of the implementation. 

Benefits | Increased Selection and Service Leads to 5.5X growth in three years 

The addition of new options (like a buttonhole or a thread, for example) would take three months before the transformation. After the reengineering, the client is able to add new options within days, which means that customers now have a higher selection and service available to them quickly. 

At one of the brands, the reserve custom line offers over 150 fabric choices from the most prestigious Italian mills and can be ordered in various silhouettes and styles. Customers can select from a variety of authentic custom details like working buttonholes, pick stitching, lining, thread color and more. Another of the brands custom line offers over 120 fabric choices. Customers can personalize their suits, sport coats, dress trousers, vests, tuxedos, and dinner jackets with various fits ranging from slim, tailored, and traditional.

The Custom Clothing business has grown to $276 M across brands in 2019, from $50 M three years before, a 5.5X growth. 

Given that the state of the art, leading-edge Retail systems are modular and support upgrades across business processes, the client’s team can easily maintain and deploy them independently. They can also adapt to leading-edge technologies easily.

SkillNet’s approach has resulted in the creation of a platform that can support continuous evolution. With a solution that can be tailored and modified quickly, the client can now offer a seamless customer experience.

During Covid-19, client’s team has used the microservices architecture to seamlessly enable online ordering for curbside pick-up.

All product names and trademarks are property of their respective owners.

In-store & mobile digital experiences

In-store & mobile digital experiences support 20% growth trajectory

Brief

SkillNet supports lululemon’s ambitious plans for growth through digital acceleration by enabling localization of store systems in 21 countries across Asia, Europe and North Americas.

About lululemon athletica

Founded in Vancouver, Canada in 1998, lululemon athletica makes technical athletic apparel for men and women for yoga, running, training and most other sweaty pursuits.The company has expanded internationally in both storefronts and via their online platform and has grown to close to 500 brick and mortar locations spanning across North America, Australia, New Zealand, Europe, and Asia.

Building upon a year of considerable growth in 2017, lululemon planned to continue its growth with ongoing focus on product innovation, global growth, digital acceleration and investing in people. 

Challenge | Ensure rich digital experiences in store with mobile and self-service across geographies

 lululemon was bullish about achieving consistent double-digit growth through international expansion across Europe, North America and Asia Pacific. The expansion in these regions was planned via a decentralized model, allowing for local community insight and consumer preference through rich digital experiences in-store with mobile and self-service.

In order to ensure rich digital experiences, lululemon had upgraded to Oracle Xstore and was looking to integrate digital solutions for store staff mobility and self-service. Disparate systems also had to be integrated simultaneously to a tight deadline. For each country implementation, data migration, quality analysis and deployment delays had to be addressed in a timely manner.

The fast-paced growth trajectory called for a dependable solutions partner with strong strategic planning and execution expertise.  The partner also had to have experience and knowledge of compliances and complexities of different geographies and could rapidly create solutions.

lululemon selected SkillNet to partner with them on the digital journey to ensure scale and localization in the geographies they operate.

Solution | Enabling seamless digital experience with localization of retail systems

lululemon partnered with SkillNet to deliver rich digital experiences in 20+ countries. This encompassed country and region – specific localization for websites, targeted social media programs, product notification emails and mobile apps.

One of the key challenges of the upgrade was the large amount of data that needed to be migrated. In order to expedite the process of migration, SkillNet used its StoreHub platform to load data to the new solution. With StoreHub, the team was able to use the available service connectors to Oracle Xstore without creating new integrations. SkillNet also introduced DevOps for the automation of build, tests and releases.

Results | Contributing to the 20% growth through digital experiences in stores with mobile and self-service

The partnership has seen as many as 21 successful store solutions roll outs across geographies. It is live in close to 400 stores and there are plans for adding more stores in the coming months.

The new features and functionality allow lululemon to increase demand across geographies through customized marketing outreach and also support the shopping behavior of guests. The mobile apps on in-store devices allows orders to be fulfilled via distribution centers and online order fulfillment through stores.

All product names and trademarks are property of their respective owners.

lululemon creates history almost 100% growth in stock price, wins Forbes “Retailer of the year” award

lululemon has grown multifold in last 15 years. This year the next feather in the cap is Forbes Winner “Retailer of the Year 2019”. We congratulate them for the success and cherish the partnership.

We are delighted when our clients succeed; a case in point is lululemon Athletica. lululemon has beaten the S&P Retail index by a huge margin. Furthermore, this thanksgiving season lululemon was featured as one of the best Thanksgiving retail winner of the year.

The other feather in the cap is Forbes naming lululemon as the retailer of the year ahead of Walmart, Target etc. Forbes writes – “lululemon stands out from the crowd for what it has accomplished in one of the most hotly competitive areas around, specialty apparel.”

With this performance, no wonder the stock price of lululemon has grown about 100% in a year. Congratulations team lululemon for outgrowing the whole Retail index of S&P by a whopping margin, record-breaking holiday shopping weekend and winning the Award “Retailer of the Year 2019” by Forbes.

The MarketWatch reports that the retailers who have strong multiplatform capabilities, which makes shopping convenient won this seasons holiday shopping. Do you have a multiplatform strategy in place?

Another research by Adobe Analytics suggests that Buy-online-pickup-in-store has grown 43.2% year-over-year in 2019. Is your technology ready to cope up with the retail evolution?

Forbes states – to paraphrase – lululemon is on its way to create a cult of lululemon lifestyle with its two newest stores in Chicago and Minneapolis with its experience stores. Do you have the technology and partners to execute such bold ideas?

Reach out to us for learning how we do retail transformation, including enabling BOPIS solution, faster deployment with DevOps and cloud enablement for our clients.

Additional resources –

lululemon Stock Is Up Over 80% viz-a-viz industry S&P by 5%

Analysts say lululemon in top 3 Thanksgiving weekend retail winners

Forbes: 2019 Retail Awards

Nicaragua’s biggest home improvement retailer, SINSA, improves it customer satisfaction and inventory flows with future ready technology

Customer satisfaction is the hallmark of a business success. SINSA is achieving this from the first day of go-live of Oracle Retail Solutions. SkillNet is proud to be the leader for this digital transformation of SINSA’s business operations.

Founded in 1990, SINSA is the largest home improvement retailer in Nicaragua. The product range of SINSA includes hardware, tiles, and electric components etc. It has four business units; and retail business accounts for nearly three forth of its overall revenues.

SINSA currently operates 24 stores and a unique Truck retail store concept with close to 65,000 different SKUs for customers to choose from. Its mission is to offer an integral solution to all customers in construction, renovation and decoration projects.

Recently, SkillNet completed implementation of a number of Oracle Retail solutions to fulfill the mission of SINSA. The solutions included end-to-end retail application systems right from Merchandising to Point of sale (POS) such as Merchandising Operations Management, Store Inventory Management, Xstore Point-of-Service, Customer Engagement (CRM) and Order Broker. This has been a unique implementation with complex retail business processes, compliance requirements and business model. The new store applications are seamlessly integrated with SINSA’s enterprise systems.

“What should a true digital transformation look like? Either it should reduce the operational challenges or it should improve customer satisfaction. SkillNet has been instrumental in achieving both the goals in a single implementation for SINSA.”

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Enhancing customer journeys on cloud

Enhancing customer journeys on cloud to facilitate $1billion ecommerce operations

Brief

SkillNet partnered with J. Crew’s to enhance online customer journey and support peak season traffic to enable eCommerce growth.

About J. Crew  

J. Crew Group, Inc. is an internationally recognized omnichannel retailer of women’s, men’s and children’s apparel, shoes and accessories. The Company operates 184 J. Crew retail stores, 138 Madewell stores, jcrew.com, jcrewfactory.com, madewell.com and 170 Factory stores.

Challenge | Supporting new customer journeys and increased online traffic with legacy systems

J. Crew had a very large and successful eCommerce operation (close to a billion USD). Since peak season transactions and traffic contribute heavily to the growth of online operations, the J. Crew team wanted to offer enhanced customer journeys with new shopping features and increased personalization, while ensuring that the systems could scale to support increased volumes.

J. Crew’s legacy Blue Martini systems had been in place for a while and it had all the challenges of a monolith system. Ongoing product updates to the web site were time consuming, resource intensive and inflexible. It was also difficult to support new customer buying journeys. Apart from these issues, the demands of peak time traffic meant that the J. Crew team had to relook at their ecommerce systems. The team decided to migrate to Salesforce Commerce Cloud using microservices architecture.  

To ensure a smooth and seamless transition, they decided to partner with SkillNet, with whom they had a long-standing relationship since 2007 in omni channel support.

Solution | Enabling seamless ecommerce migration

The SkillNet team provided a solution that managed risk, introduced practical service led solution that allowed first migration of order management and then ecommerce.

Based on SkillNet’s experience with Blue Martini, the team was able to translate the business logic to support a seamless migration to Sales Force Commerce cloud. The first step was to decouple Blue Martini from other services and create a separate ocapi-based UI. Since ocapi drives headless experiences it ensured an enhanced online and mobile experiences for customers. Similarly, other elements of the commerce platform like the database, have also been migrated to Sales Force Commerce.

The proposed Strangler Pattern allows for new features to be available early and avoids the need for a big program with a cliff hanger at the end of the implementation. So, while the digital transformation is still ongoing, new features like cart notification (change in prices), alerts, gamification (which enables cross selling & customized promotions) have been added to enhance customer’s shopping experience.

Results | Online growth with enhanced customer journeys on the cloud

Since the web pages on JCrew.com are now server based they load faster and this has improved customer satisfaction. New features on the site like cart notification (changes in prices), alerts and gamification (which enables cross selling & customized promotions) have resulted in a 10% increase in year on year e-commerce sales. The site soon clocked $1 billion.

The platform processes 30,000 orders daily during peak season and supports multi-million dollars in orders in an hour across brands.

The new UI resulted in a massive surge in mobile sales with 15% conversion of mobile orders across brands. There were days when the smart phones contributed to 84% of the traffic

The headless commerce system also ensures that changes to the front end can be made quickly and developers save time on user interface change, resulting in increased efficiencies

The new system also ensured increased efficiencies in inventory and order management systems.

All product names and trademarks are property of their respective owners.