Retail Reimagined: Manor’s new customer application

Explore how Manor’s mobile app unites commerce, loyalty and store information accessibility, crafting seamless customer experiences and driving retail growth.

As the largest department store chain in Switzerland, Manor AG has one mission: to provide its customers with an omnichannel experience that spans from physical stores to online and mobile.

The Manor Group comprises 59 Manor department stores, 27 Manor Food supermarkets, and 23 Manora restaurants. The company is represented throughout the country and employs around 7,500 people.

Around 700 of Manor suppliers are local producers who supply seasonal products to Manor Food supermarkets as part of the Manor “Local” program. Manor is proud to offer a range of over 5,000 local products to support farmers and local businesses and promote local cultivation.

Fresh ingredients of the highest quality and certified local products from a maximum radius of 30 kilometres are also used to prepare the dishes in the Manora restaurants.

As the largest department store chain in Switzerland, Manor AG has one mission: to provide its customers with an omnichannel experience that spans from physical stores to online and mobile.

The challenge

Elevating the Customer Journey with an Omnichannel Approach

Manor’s vision is to offer its clients an enhanced and personalized experience, aiming to digitalize and strengthen the loyalty program, increase visits to its stores and improve e-commerce conversion rates.

The primary goal is to transform single-channel customers into engaged omnichannel and loyal customers.

Manor has made the decision to improve its mobile app in order to expedite its omnichannel strategy and close the gaps between current offline and online touchpoints. The company views the mobile app as an essential channel for both new and existing clients.

The goal of the mobile app is to serve as a bridge between online and brick-and-mortar by incorporating the loyalty program and providing a customized experience.

In a nutshell, the solution must align with Manor’s objectives:

Transform single-channel customers into omnichannel customers.
Create a comprehensive omnichannel experience.
Drive traffic to physical stores and increase online sales.

Seamless Shopping, Personalized Experience

How we did it

Assembled an international team of 15+ professionals with specialized talents to ensure speed and efficiency.
Organized the team into dedicated streams: Mobile Team, Middle Layer Team, and Content Team, to focus on specific areas.
Led the project with local managers in Switzerland, maintaining a personalized approach while coordinating a diverse team.
Completed the project in nine months: three months of discovery and design, followed by six months of development.

Manor’s customers can now access a state-of-the-art mobile application meticulously designed to enhance their manor experience. Furthermore, loyal customers can now benefit from the digital loyalty card & digital omnichannel coupons.

This innovative channel aligns with the vision of transitioning single-channel customers into omnichannel shoppers, thereby increasing online revenue and generating more significant traffic to the physical stores.

The result

Company

Launched the app's first release to a private group in September 2023, with a broader launch planned for Q1 2024.
The app supports a unified shopping journey with features like onboarding, loyalty program integration, and personalized push notifications.

Technical

Developed a native mobile app for iOS and Android with direct integration with the webshop for a seamless browsing and shopping experience.
Integrated e-commerce functionalities, including detailed product views, listings, and a smooth checkout process, with plans for further personalization and enhanced notification management.

Technologies

COMPLEX MADE SIMPLE

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