Capillary raises $45mn to build the best loyalty management company globally Read more >

Capillary acquires US-based Brierley+Partners Read more >

Capillary named a Leader in The Forrester Wave™: Loyalty Technology Solutions, Q1 2023 Report Read more >

Capillary Retail Solutions

Create Retail experiences that can make massive differences in your retail brand business.

Boost profitability while building efficiency with Capillary retail solutions. Retail solutions are designed for end-to-end loyalty management and customer engagement to deliver better customer lifetime value.

We are boosting Retail marketers’ confidence to customize strategies, accelerate customer relationships and increase retail value.

Apparel & Fashion

Seamless omnichannel and enhanced in-store experiences via personalized engagement, smart up-sell, and recommendations

F&B and QSR

Customer data collation, unified view of preferences and purchase patterns, direct customer engagement with relevant offerings and flexible reward options.

Health & Beauty

Nurture every customer, and build affinity across different retail outlet interactions and locations to connect relevantly and engage accurately.

Hypermarkets

Develop a deeper understanding of customers, increase the average basket size, and encourage repeat purchases.

Luxury & Jewellery

Engage your high-profile customer and the expectations of your luxury customer segment with hyper-personalization and specialised services.

CD & IT

Manage and deliver systems across online and offline operations along with an omnichannel customer experience strategy.

Why Capillary Retail Solutions?

“Built for Retail. Built for Success.”

Retail Loyalty solutions are at the forefront of innovation today across every stage of the product - the discovery, consideration, and purchase stages – enabling real-time customer engagement generated the best results. Loyalty is still an essential lever from a long-term retention standpoint.

Reaching high levels of customer acquisition and retention through highly engaged levels of personalized design and personal shopper experiences is redefining the space dynamically.

Engagement-based experiential loyalty platform for Retail
powered by actionable AI.

A cohesive and dynamic ecosystem for performance

Create an ecosystem that manages experiential retail loyalty programs for B2B, B2C and B2E industries.
Automated marketing and customer engagement platform.
Build and manage immersive B2B, B2C, B2E loyalty programs.

Designed to deliver impactful omnichannel customer engagement

Drive and engage with personalized omnichannel experiences across touchpoints.
Hyper personalization deployment to deliver relevant, impactful campaigns to multiple segmented audience.

Aimed to foster organic growth and increase repeat sales

Win back inactive customers and reduce customer acquisition costs.
Collect zero & first-party data and analyze customer behaviour.
Create and deliver a highly engaging loyalty app and website.

FEATURES

Capillary Retail Solution Features

Boost profitability while building efficiency with Capillary retail solutions.

Value capture
through single view
of customer

Enabled seamless data capture using robust customer data platform (CDP) solution.
Brand wise, segment wise customers based on several KPIs.
Identified active/lapsed customers.

Personalized
engagements

Automate personalization
Going beyond conventional channels (Social, push notifications etc.).
Personalized offers, real time gratification, promotions.

Leverage digital
channels

Segmented data to the target audience through CRM & CLM campaigns to enhance marketing ability.
Omnichannel touchpoints like email capture, e-vouchers under CRM campaigns to bring up to 85% of incremental sales in a year.

Upscaled program
nuances

Predictive AI model to help brand decide best location to open a new store.
Store wise revenue projections and predictions.

Apparel & Fashion

Apparel and Fashion solution

Apparel & Fashion solutions befit both small & large fashion players to create a personalized experience for their customers, because fashion is personal.

The fashion & apparel industry is a fiercely competitive space, where brands compete for exclusivity in a sea of evolving competitors. Customer retention is essential as existing customers drive almost 3X revenue vs newly acquired customers. Building a positive customer perception & focusing on long term relationships are the key drivers that fashion retailers must consider. Capillary’s solutions for Apparel & Fashion enable retailers to create an emotional journey with their customers which is driven by the intelligent use of customer data, hyper personalized engagement & on demand insights

Key Features

Class-leading customer profiling capabilities

Gather zero party & first party data using a robust CDP
Create a unified view of your customer across all their touchpoints
Understand current preferences & persona with dynamically evolving data
Utilize AI/ML powered algorithms to predict customer tendencies

Robust loyalty engine

Create complex loyalty tiers to drive aspirational behaviour
Nurture advocacy by rewarding customers for referrals
Incentivize social interactions, milestones & non transactional engagements
Set dynamic rules to cater for product returns, donations & other non-transactional activities

Digital first customer engagement

Mobile App driven digital loyalty
Omni-channel communication powered by deep integrations with traditional & social channels
AR enabled personalization & recommendations

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Key Brands

Food & Beverage and QSR

Food & Beverage and QSR solution

F&B Retail solutions that create new avenues for large F&B players to connect with customers directly, even while selling though retailers.

The F&B segment requires a unique set of solutions built to aid a diverse market with many small and frequent transactions. Building a community that will follow and create a member base to regularise with the brand is critical. Retail solutions for F&B and QSR aim to cater to challenges ranging from collating customer data and a unified view of preferences and purchase patterns to moving away from complicated earn and burn rewards, avoiding delays in redeeming and the lack of personalised engagement and experiences.

Key Features

Unified View of Customers & Preferences

Consolidated Data platform integrated with Offline and online channels.
Unified view of offline & online activities, orders, frequency, products orders, quantity, etc.
View of clickstream data across apps / brand websites.

Increasing ease of transactions, earn and redemption, inducing repeat purchases

Creating multiple avenues to earn and burn rewards, offers, vouchers.
Decreased friction at checkout counters through auto application of best offers for customers.
Providing customers multiple options for redemption (Redemption catalogue).

Personalizing experiences & engagement

Targeted Offers & recommendations.
Personalized communications on preferred and responsive channels.
Extend digital experiences to restaurants.

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Key Brands

Health and Beauty

Health & Beauty Retail Solution nurturing and engagement

Health and Beauty Retail solutions helps nurture every customer across different retail outlets and locations across frequency and type of purchases to connect relevantly and engage accurately.

Health & Beauty retail solutions precisely deliver to keep track of your customer across multiple purchases beyond a particular store or a location, giving way to truly understanding your most loyal consumer. The solution meets to address the challenges ranging from high customer churn that health and beauty manufacturers face and create avenues to engage beyond point-of-sale related promotions. To bring about opportunities that give rise to endless personalisation, segmentation and relevant engagement to nurture customers continuously.

Key Features

Progressive Profiling of the customer to understand their current needs

Understand your customer preferences as they grow with your brand
Predict seasonal & product preferences using predictive analytics
Capture behavioural data to know what happens in between transactions

Driving Repeat purchase throughout the seasons

Automate repeat purchase reminders based on purchase history & predictive models
Connect with customers across all their devices, apps & social space
Personalized offers & redemptions to foster an intimate relationship with your customers

Measuring Results

Availability of real time program & engagement health
Utilize AI driven assistive technology to recommend next best action
Benchmark customer segments in real time to build data driven campaigns

Measuring Results

Real-time reports and dashboards.
KPI and performance tracking and measurement.
ROI predictor.

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Key Brands

Luxury & Jewellery

Luxury Retail Solution Customer-centric Experiential engagement

Luxury retail solutions help engage your high-profile customers by meeting the expectation of your luxury customer with hyper-personalisation and specialised services.

Luxury retail solutions help to ensure the brand delivers beyond extrinsic rewards and meets high net-worth customer expectations. The solution is designed to address the specific challenge of meeting the customer expectation demanded with the high average spend. Luxury Target Audiences can now be consistently engaged and kept informed, going beyond usual festive period engagement or special occasion spending.

Key Features

Experiential Loyalty to drive customer retention

Gather zero & first party data using invite-only microsites & forms
Personalized in-store experience & recommendations based on customer preferences
Elevate customer experience providing early access catalogues & invites to special events
Enable Multi-channel ordering & delivery options to create a fulfilling shopping experience

The Vip Club

Enable a paid inner circle program that offers exclusive benefits & services
Connect your customers to a world of complementing luxury products & services by partnering with with 3rd party brands & suppliers
Enable a digital concierge service that provides a 1-1 experience whether online or offline

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Key Brands

Hypermarkets

Hypermarket Retail Solution – building stickiness through relevant differentiation

Hypermarket solutions help large grocers and format stores reel in regular customers with well-designed incentives and personalised offers.

Hypermarket solutions focus on developing a deeper understanding of customers, increasing the average basket size, and encouraging repeat purchases.

The solution meets to address multiple challenges to data capture and the need for granular customer information—low Loyalty, less frequency and hence brand fluidity. The solution successfully aims to build brand loyalty and stickiness with customers.

Key Features

Loyalty

Increase Customer Data Capture via POS Integration, Microsite.
Flexible Program with differential earn across categories & SKUs.
Easy Redemption & Differential Pricing through Promo Engine.
Omni-Channel Loyalty – Earn & burn across channels.
Gamify Experience with Badges.

Engage

Targeted Promotion based on Segments – create multiple segments based on various KPIs and run targeted promotions.
Real Time Gratification to drive upsell & Cross sell opportunities.
Dynamic Customer Journeys to engage customers with relevant offers at the right time.
Analytics driven campaigns.

Anywhere Commerce+

Enabling omni-channel Commerce – online presence as additional avenue.
Single Mobile app _ Ecommerce & Loyalty.
Wallet for easy payment.
Subscription features on online ordering.

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Key Brands

CD & IT Retail

CD & IT Retail Solution – building stickiness through relevant differentiation

An integrated model that lets you manage and deliver systems across online and offline operations along with an omnichannel customer experience strategy.

Consumer Durables and IT retail solutions help independent marketplaces online and offline to innovate, retain customers through personalization and curate brand experiences, optimizing seamlessly with existing operations.

Key Features

Loyalty

Omnichannel Loyalty experience - customers can earn and burn points on offline (POS) and online channels (E-Commerce).
Customer tiering - to distinguish benefits between customer groups.
Point Earning based on product categories - ex. 2% for smartphones, 0.5% for accessories, 0.2% for device insurance, etc.
Loyalty promotions - ex. 2X points on birth months, product launches, etc.
Rewards catalog - to facilitate online loyalty redemptions with various selections of offers from brands and external partners.
Group loyalty - to run a loyalty program for multiple brands under the same group.

Engage

Customer Audience (segmentations) - create customer audience based on demographics and past purchase behaviours data.
Instant offers (Dynamic Vouchering System) - to send personalized offers instantly upon checkout on customers’ preferred channels (SMS, EMail, Push notification, etc).
Timeline campaign - send automatic campaigns to winback lapsed customers with personalized offers.

Insights

Standard reports - to track various KPIs such as sales, campaign, loyalty, registrations, products, return, etc.
Data export framework - to export customer data to external systems for inventory update management and analytics.
Drive better staff allocation & merchandising.

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Key Brands

KEY CLIENTS

Brands that work on Retail Solutions

Testimonial

Today’s shoppers are spending more time browsing and buying online with the flexibility to shop anytime-anywhere. With Capillary, ASICS has been able to successfully build and expand omnichannel solutions across Southeast Asia to seamlessly connect and engage with our customers no matter where they are. This is just the first step in our journey, and we look forward to continuing this partnership to keep innovating on how we uplift our customers’ experience.

Yogesh Gandhi

MD, ASICS Asia

At Domino's Indonesia, we were looking to build a better brand connect with our customers and use data to understand them better. We wanted customers to have a personalized experience while ordering on our own mobile app and drive more repeat orders.... Capillary was able to help us by leveraging the capabilities of their CRM & engagement platform. They were able to help us continuously engage with our customers by creating personalized customer journeys using an omnichannel engagement solution that included various social channels. There is a need to stay updated with what the consumers want and how we engage with them in the current fast-changing digital landscape. Their team was able to understand our requirement quickly and helped us to drive value faster by going live with the solution.

Harneet Singh

CEO, Domino’s Pizza, Indonesia

Changes in the retail industry were happening even before Covid, and Puma being a leader has pivoted fast. Agility goes hand in hand with innovation - quick thinking, acting, and spreading action throughout. Capillary is a proven partner in both agility and innovation. We love working with them and they have helped us navigate challenges across Singapore and Malaysia.

Ankit Madhogaria

Head of E-commerce, PUMA SEA

Erajaya has achieved key KPIs with the right omnichannel retailing tools from Capillary. We are confident that Capillary will continue to help us achieve higher targets and offer an innovative omnichannel experience for our customers.