Master Pro & Brico Pro: Omnichannel E-commerce Transformation
COFAQ's strategic shift to omnichannel commerce was supported by SQLI, focusing on enhancing customer experience and digital marketing. The project involved studying areas like omnichannel customer experience, e-commerce technology, and logistics. SQLI helped build the e-commerce business model and manage change among members. In 2019, they initiated Master Pro and Brico Pro e-commerce projects using Design Thinking to create prototypes that mirrored BtoB and BtoC customer experiences. These prototypes were tested by target customers, ensuring alignment with real-world needs. The outcome included a clear vision, organized management, and resource planning for the e-commerce program. The solution selection was based on customer-centric insights, laying the foundation for a cohesive omnichannel strategy.
