Challenge

KAO is encountering significant challenges in the development of a sales system for their cosmetic products. Presently, they lack an effective sales system for their Beauty Advisor (BA) distribution channel. This shortfall can hinder their market expansion efforts and impede their ability to meet customer demand adequately.

Additionally, KAO is facing another noteworthy challenge, a lack of a corresponding loyalty system catering to loyal customers of both the KAO Merries and KAO Cosmetic product lines. A loyalty system plays a pivotal role in attracting and retaining customer loyalty by offering special offers and rewards. The absence of such a system can impact the establishment of long-term customer relationships and reduce their capacity to thrive and compete effectively in the market.

Solution

A Loyalty System and a Mobile App for Customers: Twin Global has designed a Loyalty system and a dedicated mobile app exclusively for KAO Merries’ loyal customers. This system allows customers to securely store their personal information, manage their rewards points, and stay updated on special offers from KAO Merries. The mobile app enhances convenience and accessibility, fostering greater engagement and interaction between KAO Merries and its valued customers.

An O2O CRM system and a Mobile App for the Sales team and Operational Department: Additionally, an O2O CRM system and mobile app have been crafted for the sales staff and operational department of KAO’s cosmetic division. This system equips employees with the tools they need to efficiently track customer information, manage purchase records, and deliver personalised customer interactions. The Mobile App also provides essential resources for employees, including easy access to product information, streamlined ordering processes, and the ability to make purchase notes.

A Web app: Furthermore, Twin Global has collaborated on the creation of a web app tailored for loyal customers within the cosmetic industry. This web app ensures that customers can access exclusive services and products, receive timely notifications about events and special offers, and directly engage with the brand. These innovations collectively empower KAO to build stronger customer relationships and enhance their competitiveness in the market.

Results

KAO’s customers serve as a shining example of the successful implementation of a loyalty management system. KAO’s loyal customers can enjoy the benefits of making purchases and earning points nationwide, which they can redeem for enticing rewards. Moreover, Twin Global has also delivered a dedicated sales and customer care management system for KAO’s cosmetic chain, ensuring high levels of customer satisfaction and delivering the best possible experience. This comprehensive approach has undoubtedly contributed to KAO’s success in building lasting customer loyalty.

Business Benefits

Twin Global has played a pivotal role in helping KAO both attract and retain loyal customers through its effective loyalty management system. Twin Global solutions streamline the process of recording sales information, enabling KAO to efficiently gather valuable customer data and respond promptly to their needs.

Moreover, Twin Global has successfully met KAO’s needs by facilitating the implementation of annual customer care programs through a professional service system. Twin Global emerges as the ideal solution to drive business growth and generate significant benefits for the company. This comprehensive approach underscores the value of Twin Global’s contributions to KAO’s success.

Integrations

One of the important components of the system is the Got-it e-voucher, a convenient electronic voucher issuance solution. This feature simplifies the customer experience, making it easy to use and saving valuable time. Additionally, the call-centre system provides essential support and guidance to KAO customers. Leveraging efficient technology and management, Twin Global has ensured that customers can easily get in touch and receive swift, accurate responses.

The Sendgrid email marketing system has made a substantial contribution to establishing effective communication channels with KAO customers. Twin Global employs Sendgrid to send professional, personalised emails, ensuring their messages are delivered optimally and leave a positive impression on customers.

As part of Twin Global’s marketing strategy, the Vietguys SMS marketing system will ensure effective communication and message delivery. Through Vietguys, Twin Global can send targeted, personalised SMS messages to KAO customers, capturing their attention and efficiently achieving their communication objectives. These integrated components underscore the effectiveness of Twin’s approach in enhancing KAO’s customer engagement and communication efforts.