Mulesoft Case Studies Lotus’s Boosts Sales Through Digital Channels Using API-Led Integration

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	Lotus’s Boosts Sales Through Digital Channels Using API-Led Integration Mulesoft

Lotus’s Boosts Sales Through Digital Channels Using API-Led Integration

Mulesoft

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Retail Telecommunications
Applicable Functions	Sales & Marketing Warehouse & Inventory Management
Use Cases	Inventory Management Picking, Sorting & Positioning
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	Lotus’s, a popular retail brand with over 2,500 outlets in Thailand and Malaysia, aimed to double its sales in two years by improving customer loyalty and adopting an omnichannel strategy. However, the company's rapid growth led to the accumulation of multiple disparate systems and data sources across new acquisitions, partners, and supply chain operators. This made it difficult for Lotus’s to access the necessary data to gain visibility into its business. The existing IT infrastructure and point-to-point custom code integration were labor-intensive and costly to connect existing systems, add new systems, and access data. Lotus’s needed a more flexible systems integration solution to connect front and back-end systems at an accelerated pace to support its sales goals and business growth. Read More
About Customer	Lotus’s is a well-known retail brand that operates around 2,500 outlets in Thailand and Malaysia. These outlets range from small and medium-sized supermarkets to large superstores known as hypermarkets. The company was founded in 1994 by the Charoen Pokphand (CP) Group and was held by another entity for twenty-two years before CP reacquired it in late 2020. Lotus’s has set ambitious goals to double its sales in two years by improving customer loyalty and adopting an omnichannel strategy. Read More
Solution	To address these challenges, Lotus’s chose Salesforce Customer 360, deploying Marketing Cloud, Service Cloud, and MuleSoft Anypoint Platform. Anypoint Platform allowed Lotus’s to create the necessary data flow through API-led integration of the Salesforce clouds and legacy systems, such as billing and warehouse systems, across its enterprise, partners, and third-party platforms. The integrated SaaS and legacy systems enabled the company to launch a new ecommerce platform and combine its ecommerce and loyalty platforms for a new customer mobile app. Lotus’s extended its integration to partnering third-party systems, such as Lazada, Shopee, HappyFresh, and foodpanda, to cater to their customers’ preferred online platforms. This digital transformation allowed Lotus’s to access reliable, near-real-time information about what items are in stock and at which location, improving availability and delivery performance. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Retail

Telecommunications

Applicable Functions

Sales & Marketing

Warehouse & Inventory Management

Use Cases

Inventory Management

Picking, Sorting & Positioning

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

Lotus’s, a popular retail brand with over 2,500 outlets in Thailand and Malaysia, aimed to double its sales in two years by improving customer loyalty and adopting an omnichannel strategy. However, the company's rapid growth led to the accumulation of multiple disparate systems and data sources across new acquisitions, partners, and supply chain operators. This made it difficult for Lotus’s to access the necessary data to gain visibility into its business. The existing IT infrastructure and point-to-point custom code integration were labor-intensive and costly to connect existing systems, add new systems, and access data. Lotus’s needed a more flexible systems integration solution to connect front and back-end systems at an accelerated pace to support its sales goals and business growth.

About Customer

Lotus’s is a well-known retail brand that operates around 2,500 outlets in Thailand and Malaysia. These outlets range from small and medium-sized supermarkets to large superstores known as hypermarkets. The company was founded in 1994 by the Charoen Pokphand (CP) Group and was held by another entity for twenty-two years before CP reacquired it in late 2020. Lotus’s has set ambitious goals to double its sales in two years by improving customer loyalty and adopting an omnichannel strategy.

Solution

To address these challenges, Lotus’s chose Salesforce Customer 360, deploying Marketing Cloud, Service Cloud, and MuleSoft Anypoint Platform. Anypoint Platform allowed Lotus’s to create the necessary data flow through API-led integration of the Salesforce clouds and legacy systems, such as billing and warehouse systems, across its enterprise, partners, and third-party platforms. The integrated SaaS and legacy systems enabled the company to launch a new ecommerce platform and combine its ecommerce and loyalty platforms for a new customer mobile app. Lotus’s extended its integration to partnering third-party systems, such as Lazada, Shopee, HappyFresh, and foodpanda, to cater to their customers’ preferred online platforms. This digital transformation allowed Lotus’s to access reliable, near-real-time information about what items are in stock and at which location, improving availability and delivery performance.

Impact #1	The integration of order management, inventory, and website systems resulted in improved customer experiences due to accurate and on-time order fulfillment. A significant contributor to the program’s success was the ability to reuse 70% of its APIs, which helped Lotus’s to save considerable development time and costs, accelerating its speed to market. This enabled the IT team to do more with fewer resources, and enhance collaboration between key functions such as DevOps, testing, and security. Lotus’s can now quickly add new systems to its IT environment to meet evolving business objectives, emerging market trends, and capture sales opportunities.

Impact #1

The integration of order management, inventory, and website systems resulted in improved customer experiences due to accurate and on-time order fulfillment. A significant contributor to the program’s success was the ability to reuse 70% of its APIs, which helped Lotus’s to save considerable development time and costs, accelerating its speed to market. This enabled the IT team to do more with fewer resources, and enhance collaboration between key functions such as DevOps, testing, and security. Lotus’s can now quickly add new systems to its IT environment to meet evolving business objectives, emerging market trends, and capture sales opportunities.

Benefit #1	Integrated more than 370 systems across its business and partners 70% faster than it would have using custom integration
Benefit #2	Launched its ecommerce platform in just 18 months vs. 5 years
Benefit #3	Launched a new customer mobile app in just 3 months by reusing APIs

Benefit #1

Integrated more than 370 systems across its business and partners 70% faster than it would have using custom integration

Benefit #2

Launched its ecommerce platform in just 18 months vs. 5 years

Benefit #3

Launched a new customer mobile app in just 3 months by reusing APIs

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Overview

Lotus’s Boosts Sales Through Digital Channels Using API-Led Integration

Operational Impact

Quantitative Benefit