Integration Experience | BORN Group https://www.borngroup.com Combining creative, content, and commerce to drive change. Imagine, build, and run human-centered brand experiences. Wed, 28 Jun 2023 06:15:21 +0000 en-US hourly 1 https://static.borngroup.com/uploads/2020/10/cropped-favicon-32x32.png Integration Experience | BORN Group https://www.borngroup.com 32 32 iShopChangi https://www.borngroup.com/work/ishopchangi/ Thu, 27 Aug 2020 15:36:31 +0000 https://www.borngroup.com/?page_id=9358 .cs-1-hero-logo { width: 160px; } @media screen and (min-width: 768px) { .cs-1-hero-logo { width: 150px; } }

Client

Changi Airport Group

Project

iShopChangi

Industry

B2B

B2C

Retail & Consumer Products

Travel & Hospitality

Services

Customer Experience (Cx)

Integration Experience

Background

Changi Airport Group (CAG), the world’s leading airport company, manages and operates Changi Airport, the world’s most awarded airport. Hosting over 70 million passengers per year and with 500 brands stretched across 4 terminals, CAG is on a mission to transform the eCommerce experience for travelers and locals alike.

Brief

Changi Airport approached BORN to design a valuable offline and online experience that would meet busy travelers’ needs. An omnichannel experience provides the best of both worlds, enhancing the sensory experience in-stores and providing convenience online.

Goals

Implement a future-ready omnichannel shopping experience to provide flexibility and scalability. Establish Changi Airport Group’s position as a dominant market leader.

Challenge

BORN needed to design an online experience similar to the unique experience CAG co-creates with brands. The stores within the airport operate with lean inventory for both in-store and online purchases. This challenge became the pillar of the transformation—creating a single view across stores to show real-time inventory.

A Flexible Solution For Discerning Customers

Millions of travelers across the globe would need to access the site and expect features such as split-payment in multiple currencies, speedy checkouts, the option to collect at departure/arrival gate, concierge services, and more.

Seamless Shopping

We prioritized showing only the most relevant information to simplify the customer journey, showcasing easy ways they can complete their purchase.

Exclusive Perks

Customers are treated to special perks while shopping online, such as duty-free prices and the ability to earn rewards.

SAP Commerce – The Heart of iShopChangi

Mirakl served as the marketplace platform and Fluent Commerce OMS provided real-time inventory across stores and warehouses. SAP Commerce stitched all of these layers together seamlessly.

Results

The website marked one of the biggest digital transformations in South East Asia, featuring marquee brands within the Beauty, Electronics, Fashion, Food, Wine & Spirits, Travel & Health categories.

The post iShopChangi first appeared on BORN Group.]]> Telstra https://www.borngroup.com/work/telstra/ Wed, 23 Sep 2020 13:40:09 +0000 https://www.borngroup.com/?page_id=14195 .cs-1-hero-logo { width: 160px; } @media screen and (min-width: 768px) { .cs-1-hero-logo { width: 150px; } }

Client

Changi Airport Group

Project

iShopChangi

Industry

Telecommunications

Services

Business Process Operations

Information Tech

Integration Experience

Performance Engineering

Technology & Engineering

Background

Changi Airport Group (CAG), the world’s leading airport company, manages and operates Changi Airport, the world’s most awarded airport. Hosting over 70 million passengers per year and with 500 brands stretched across 4 terminals, CAG is on a mission to transform the eCommerce experience for travelers and locals alike.

Brief

Changi Airport approached BORN to design a valuable offline and online experience that would meet busy travelers’ needs. An omnichannel experience provides the best of both worlds, enhancing the sensory experience in-stores and providing convenience online.

Goals

Implement a future-ready omnichannel shopping experience to provide flexibility and scalability. Establish Changi Airport Group’s position as a dominant market leader.

Challenge

Telstra had multiple partners that added unnecessary complexity to their operations and who were not performing to expectations. Our team needed to outperform incumbent vendors and prove the value of our capabilities.

Solutions

We implemented digital process improvements to more than 61 processes with a powerful RPA, AI, and workflow combination. More than 18 bots were integrated, including Live Chat, to streamline customer support management. We revamped training content and introduced new dashboards for ineffective truck rolls and troubleshooting sequences.

Outcome

Our engagement reduced manual human effort by 70% and positively impacted the user experience, with NPS scores improving by 45 points for NBN. Our truck roll process improvements eliminated the scope of error and improved accuracy, resulting in an over AUD$5 million benefit.

Recognition & Value

While initially engaged for one work stream, our performance saw us rapidly scale and move to 18 work streams within one year. As a result of our reduction of cycle times and improved NPS, our team won Telstra’s Best Innovation Award.
The post Telstra first appeared on BORN Group.]]> Verizon https://www.borngroup.com/work/verizon/ Tue, 22 Sep 2020 21:14:29 +0000 https://www.borngroup.com/?page_id=13988 .cs-1-hero-logo { width: 160px; } @media screen and (min-width: 768px) { .cs-1-hero-logo { width: 150px; } }

Client

Changi Airport Group

Project

iShopChangi

Industry

B2B

Telecommunications

Services

Business Process Operations

Experience Management

Integration Experience

Technology & Engineering

Testing Services

Background

Changi Airport Group (CAG), the world’s leading airport company, manages and operates Changi Airport, the world’s most awarded airport. Hosting over 70 million passengers per year and with 500 brands stretched across 4 terminals, CAG is on a mission to transform the eCommerce experience for travelers and locals alike.

Brief

Changi Airport approached BORN to design a valuable offline and online experience that would meet busy travelers’ needs. An omnichannel experience provides the best of both worlds, enhancing the sensory experience in-stores and providing convenience online.

Goals

Implement a future-ready omnichannel shopping experience to provide flexibility and scalability. Establish Changi Airport Group’s position as a dominant market leader.

Challenge

Telstra had multiple partners that added unnecessary complexity to their operations and who were not performing to expectations. Our team needed to outperform incumbent vendors and prove the value of our capabilities.

Solutions

We implemented digital process improvements to more than 61 processes with a powerful RPA, AI, and workflow combination. More than 18 bots were integrated, including Live Chat, to streamline customer support management. We revamped training content and introduced new dashboards for ineffective truck rolls and troubleshooting sequences.

Outcome

Our engagement reduced manual human effort by 70% and positively impacted the user experience, with NPS scores improving by 45 points for NBN. Our truck roll process improvements eliminated the scope of error and improved accuracy, resulting in an over AUD$5 million benefit.

Recognition & Value

While initially engaged for one work stream, our performance saw us rapidly scale and move to 18 work streams within one year. As a result of our reduction of cycle times and improved NPS, our team won Telstra’s Best Innovation Award.
The post Verizon first appeared on BORN Group.]]>