Retail Experience Transformation Case Study
Enhancing Customer Experience through Digital Innovation
This case study explores the business context and purpose behind Masoutis SA's digital transformation efforts, focusing on enhancing in-store customer experiences through innovative technological solutions.
Established in 1976 in Thessaloniki, Masoutis SA has grown to be a leading supermarket chain in Northern Greece and a significant player nationwide. With 391 stores across the Greek mainland and islands, the company employs 10,000 staff and is recognized for its exceptional working environment.
01
Challenge
Despite advancements in digitalization, Masoutis SA faced the need to:
Optimize the use of Access Point hardware and data.
Engage tech-savvy shoppers in-store.
Measure interaction with in-store brand touchpoints.
Understand the impact of digital initiatives on store shoppability.
The retail industry's shift towards digital services, such as touchless experiences and enhanced grocery store apps, highlighted a gap in understanding the in-store customer journey.
02
Solution
To bridge this gap, Bespot implemented a solution to track and analyze the in-store customer journey using innovative technology, including the Bespot SDK and physical store equipment.
This solution was chosen for its ability to integrate seamlessly with existing store infrastructure and provide comprehensive insights into consumer behavior.
03
Implementation
During implementation, we first focused on the store mapping and installation process, ensuring a robust foundation for our system. This was followed by the integration of the Bespot SDK, a critical step in enabling advanced functionalities in our solution.
For the hardware, we utilized WiFi Bluetooth beacons, chosen for their efficiency and reliability. The software aspect was addressed through the integration of the Bespot SDK with the client’s application, allowing seamless interaction and data exchange. We opted for Heroku and AWS for data storage, given their scalability and security features.
One of the primary challenges we faced was adapting our solution to accommodate different store structures, particularly in larger stores, where complexity significantly increases. This required a flexible and innovative approach to ensure our system’s effectiveness across various layouts and sizes.
A key aspect of our project involved comprehensive data collection, which was meticulously processed, analyzed, and visualized to derive meaningful insights.
04
Impact
Outcome Overview
The implementation led to significant insights into customer behavior and store operations.
Data & Analysis
The solution provided data on footfall, store area usage, customer flow, and shopper personas, enabling Masoutis SA to:
- Activate nearby content.
- Identify selling gaps through combined transactional and location data.
- Generate accurate in-store heatmaps.
Why Bespot
Bespot stands as a leader in location-based information services, offering high-precision tracking and valuable consumer insights. Its commitment to R&D ensures its relevance in the evolving landscape of location tracking and analytics.
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Our offices in Athens, Greece:
Voutadon 28, Athina 118 54