About Our Client
Thailand’s largest retail group is a market leader in the grocery and retail sector, operating a wide network of physical stores and increasingly investing in digital commerce. With a rapidly growing customer base and increasing demand for online services, the group aimed to overhaul its e-grocery platforms to meet the evolving needs of today’s omnichannel shoppers.
In 2021, they partnered with Kyanon Digital to lead a digital transformation initiative that would modernize their operations, enhance customer engagement, and future-proof their e-commerce infrastructure.
Challenge
Despite their scale and market dominance, the client faced numerous barriers to digital growth:
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Legacy limitations: Their existing platforms lacked the flexibility and scalability to support high-volume online operations and integration with external marketplaces.
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Disjointed operations: There was no unified back-end to manage inventory, pricing, promotions, and orders across channels.
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Growing customer expectations: With the rise of omnichannel commerce, customers expected a seamless and consistent experience across mobile apps, websites, and third-party marketplaces.
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Order fulfillment complexity: Efficiently fulfilling orders from different sources—stores, warehouses, and external platforms—required better coordination and system intelligence.
Solution
To address the challenges of modernization and digital integration, Kyanon Digital designed a holistic transformation program centered on scalability, agility, and seamless customer experience. The solution combined strategic planning with hands-on implementation to ensure both immediate improvements and long-term sustainability.
1. Microservice Architecture & Core Operational Engine Roadmap
The first step was to reimagine the client’s technology foundation. Kyanon Digital collaborated with key business and IT stakeholders to define a future-ready architecture that would support high transaction volumes, omnichannel operations, and rapid feature development.
- Micro-service architecture was chosen for its modularity and scalability. It allowed individual components—such as inventory, promotions, orders, and customer profiles—to evolve independently without disrupting the entire system.
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A comprehensive core operational engine roadmap was developed to define the digital backbone for day-to-day operations. This engine coordinated inventory updates, pricing logic, order routing, promotion execution, and customer engagement rules in real time.
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The architecture was tailored to integrate with both the client’s internal legacy systems and external sales channels, ensuring continuity while unlocking new capabilities.
This foundation provided the flexibility required to scale across products, locations, and platforms while ensuring high availability and performance.
2. Launch of Mobile Ordering Application
Within just six months, Kyanon delivered a proprietary mobile ordering application, making a major milestone in the client’s digital journey:
- The app enabled customers to browse products, receive personalized promotions, place orders, and track deliveries effortlessly.
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Designed with user experience at the forefront, the interface was simple, responsive, and intuitive—catering to a diverse user base.
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On the backend, the app was tightly integrated with inventory, pricing, and promotions engines, ensuring that users always saw accurate, real-time information.
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Promotions were dynamically applied and personalized, encouraging repeat purchases and boosting customer loyalty.
By offering an experience equivalent to leading e-commerce apps, the group successfully extended its physical brand into the digital realm.
3. Seamless Integration Across Multiple Channels
To deliver a true omnichannel experience, Kyanon enabled the integration of the client’s commerce system with both owned platforms (mobile & web) and third-party martketplaces, including Grabmart,Tiki, Shopee, and Lazada.
- This allowed the retail group to centrally manage product data, pricing, stock, and promotions across all platforms from a single source of truth.
- Real-time APIs and sync mechanisms ensured consistency across channels, reducing duplication of effort and operational errors.
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Marketplaces were treated as additional sales engines, fully embedded into the group’s digital commerce system—rather than siloed or manually updated.
This multi-platform integration significantly extended the group’s reach and enabled it to sell more efficiently on the platforms where customers were already shopping.
Results & Business Impact
The transformation led to significant improvements across key areas of the business:
1. Operational Efficiency
- 26,000+ SKUs managed across six digital sales channels, with centralized control over product availability and inventory updates.
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Real-time stock management across nine TopsMarket stores, reducing discrepancies and improving fulfillment accuracy.
- 8,000+ orders processed per day without system interruptions, supporting business continuity during high-demand periods.
2. Enhanced Promotion Management & Smarter Fulfillment
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99% of offline promotions were successfully transitioned to online campaigns, enabling broader reach and improved conversion rates.
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Orders are now efficiently fulfilled from multiple sources, including: Mobile App & Web Platform, Lazada (9 warehouses), Shopee (9 stores), and GrabMart (9 Stores)
Through this partnership with Kyanon Digital, Thailand’s largest retail group has successfully built a resilient and integrated digital commerce platform. The microservice architecture and operational engine have not only optimized internal workflows but also elevated the customer experience across all digital touchpoints.
By leveraging a data-driven, scalable, and omnichannel-ready solution, the retail group has established itself as a leader in the evolving e-commerce and grocery retail space. This transformation has laid a solid foundation for continuous innovation, sustainable growth, and long-term market leadership.
