Unified online and in-store experience for a beloved kitchen brand
Project Overview
Services delivered:
Project Results
Unified
Inventory
real-time stock sync across all retail and online channels
Seamless
CX
consistent customer experience online and in-store
↑ Improved
Ops Efficiency
reduced manual work through automated inventory management
Single view
Data
unified customer data across all touchpoints
The Challenge
Borough Kitchen — one of London's most respected independent kitchenware retailers — operated their physical and online stores as entirely separate businesses, with disconnected inventory, pricing and customer data. This created operational friction for the team and inconsistent experiences for customers who shopped across both channels. As they scaled their retail presence, the disconnect was becoming increasingly costly.
The Solution
We implemented a unified Shopify Plus omnichannel solution that connected their physical retail locations to a rebuilt e-commerce store. Shopify POS was integrated with their online store, giving the team a single view of inventory across all locations. Customer records and purchase histories were unified, enabling personalised marketing and loyalty programmes that worked seamlessly across channels. The result was a genuinely integrated retail business rather than two parallel operations.
Technology Used
For the first time, our online and physical stores feel like one business. The operational improvement has been transformative.
— Borough Kitchen Team
Project Gallery
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