A LANDMARK IN ITALIAN RETAIL
COIN is one of the leading department stores in Italy, with a network of 102 stores nationwide. The brand is a leader in lifestyle retail, offering a range that combines fashion, home, and beauty, and a customer experience that bridges the physical and digital worlds.
THE EVOLUTION OF RETAIL CALLS FOR NEW EXPERIENCE MODELS
In today's retail landscape, physical stores and digital channels are increasingly integrated into the customer experience.
In this evolving omnichannel landscape, COIN recognized the need to make the shopping experience more seamless and consistent, leveraging the integration between physical stores and digital channels to ensure continuity in product availability, sales processes, and customer relations across all touchpoints.
A NEW EXPERIENCE
IN-STORE, WITH VIEWIDE
In response to changes in the retail market, COIN, with support from Bcame, has transformed the role of the retail store into an increasingly connected space, capable of extending the customer relationship beyond the store’s physical boundaries, thanks to the Endless Aisle feature.
By implementing Viewide, we have introduced a new in-store assisted shopping experience that provides real-time access to product information and online availability.
The store thus becomes part of a unified ecosystem that connects customers, products, and stores, ensuring consistency across stores, inventory, and sales processes at every touchpoint.
DIGITALIZATION OF THE COINCARD
Bcame also supported COIN in digitizing the Coincard, transforming customer relationship management into a fully digital and integrated model.
Previously, activation took place in-store through manual processes and delayed data entry, creating a disconnect between store and central systems.
With the new digital Coincard, we have completely redesigned the process: activation takes place directly in-store, in real time, via a secure OTP-based system, making the card immediately available within the COIN ecosystem. This has allowed us to unify customer management and improve data quality, enabling a truly omnichannel view of the customer relationship.
DIGITALIZATION OF THE COINCARD
Bcame also supported COIN in digitizing the Coincard, transforming customer relationship management into a fully digital and integrated model.
Previously, activation took place in-store through manual processes and delayed data entry, creating a disconnect between store and central systems.
With the new digital Coincard, we have completely redesigned the process: activation takes place directly in-store, in real time, via a secure OTP-based system, making the card immediately available within the COIN ecosystem. This has allowed us to unify customer management and improve data quality, enabling a truly omnichannel view of the customer relationship.
THE FACTORS THAT MADE CHANGE POSSIBLE
ENDLESS AISLE
The in-store experience extends beyond the physical boundaries of the store. By accessing the online inventory, sales staff can help customers explore the entire product range, regardless of whether the item is in stock.
CLICK & COLLECT
The perfect bridge between online shopping and physical retail. A seamless process that transforms every store into an efficient pickup center, increasing foot traffic and minimizing wait times for customers.
DIGITAL LOYALTY
The entire loyalty ecosystem has been centralized on Viewide, going beyond the concept of a digital card.
Real-time management of customers, retail locations, and promotions from a single control center, eliminating data fragmentation and operational complexity.
DIGITAL LOYALTY
The entire loyalty ecosystem has been centralized on Viewide, going beyond the concept of a digital card.
Real-time management of customers, retail locations, and promotions from a single control center, eliminating data fragmentation and operational complexity.
ACHIEVEMENTS
25.000
COINCARD ACTIVATED
98%
ORDERS FULFILLED
102
STORES THAT USE VIEWIDE
“The VieWide® app is an indispensable tool for offering the level of service provided by digital channels even in the channels that are most important to many of our customers: our physical stores.
VieWide® creates a broader view of inventory, orders, and customers, allowing our sales assistants to become the protagonists of a truly omnichannel strategy that is fully integrated and almost transparent in the customer journey.
e-Commerce Manager at COIN
“When a customer enters my store,
forget me. He is king.”John Wanamaker