An Omnichannel Story
Transforming Retail: How 9to9 Leveraged Omnichannel Fulfillment to Achieve 100% Growth in Indonesia’s Competitive E-Commerce Market
introduction
In the dynamic and ever-evolving retail landscape of Indonesia, PT Transmarco Indonesia has carved a niche for itself through its diverse portfolio of brands, including the globally recognized Hush Puppies. In 2020, the company launched 9to9, a brand designed to represent the multitude of brands under its umbrella, catering to the discerning Indonesian consumer. However, as e-commerce became increasingly vital to retail success, 9to9 faced the challenge of competing in a market where fast, reliable, and cost-effective delivery is crucial.
challenge
One of the most significant barriers to e-commerce success in Indonesia is the complexity of logistics. With thousands of islands and varying infrastructure across the archipelago, ensuring timely delivery at a competitive cost can be daunting. For 9to9, this meant finding a solution that would not only meet customer expectations for fast and free shipping but also align with the company’s extensive physical store network. The goal was clear: turn their existing stores into fulfillment hubs to optimize order fulfillment and reduce shipping costs.
solution
To achieve this, 9to9 partnered with ICUBE by Sirclo, a leading Adobe and Shopify solution partner in Southeast Asia with over a decade of experience in implementing omnichannel strategies in Indonesia. The collaboration centered around the integration of Adobe Commerce with the SWIFT Omnichannel solution, a powerful tool designed to orchestrate orders across multiple channels and locations.
The SWIFT Omnichannel solution enabled 9to9 to leverage their existing stores as micro-fulfillment centers. When an online order is placed, the system automatically identifies the closest store with the required stock and routes the order for fulfillment. This approach not only minimized shipping times but also allowed 9to9 to offer free shipping, a key differentiator in the competitive e-commerce landscape.
Leveraging our extensive store network as fulfillment hubs allowed us to offer fast, free shipping nationwide.
results
The results of this strategic shift were nothing short of remarkable. By turning their stores into fulfillment hubs, 9to9 experienced a 100% growth year-over-year in their e-commerce operations. The streamlined logistics and faster delivery times also contributed to a 30% increase in the average basket size, as customers felt more confident adding additional items to their orders knowing they would receive them quickly and without added shipping costs.
Moreover, the omnichannel strategy led to a threefold surge in transactions, demonstrating the effectiveness of the customer-centric approach. The integration of SWIFT Omnichannel and Adobe Commerce not only improved operational efficiency but also enhanced the overall customer experience, resulting in a 2.5% uplift in conversion rates.
conclusion
9to9’s success story highlights the importance of strategic technology integration and customer-focused innovation in today’s retail environment. By transforming their physical stores into a network of fulfillment hubs, they were able to overcome logistical challenges, meet customer expectations, and drive significant business growth. The partnership with ICUBE by Sirclo and the use of cutting-edge solutions like Adobe Commerce and SWIFT Omnichannel have positioned 9to9 as a leader in Indonesia’s e-commerce sector, setting a new standard for retail success in the region.