Challenge

KIKO Milano, a leader in the cosmetics industry, faced significant challenges in maintaining a consistent and cohesive customer experience due to disconnected legacy systems across its over 1,000 stores in more than 25 countries. The use of multiple POS platforms, Salesforce, and redundant task management tools led to inefficiencies, high IT costs, and a fragmented customer experience. Additionally, the lack of a singular source of truth and a unified view of data, such as stock levels and customers' purchase history, hindered the ability to provide real-time insights and maintain consistency across channels.

Solution

To address these challenges, KIKO Milano implemented New Black's EVA, a unified commerce platform designed to revolutionize their retail operations. This transformation included the integration of a new POS and mPOS system to streamline store operations and the deployment of EVA’s Order Management System (OMS) to provide real-time inventory visibility and optimize fulfillment. The headless commerce approach ensured seamless digital and in-store experiences, while the introduction of Tap to Pay on iPhone enabled mobile checkout anywhere in-store. This comprehensive solution empowered KIKO Milano to connect first-party data seamlessly, recognize consumers anytime, anywhere, and maintain a consistent and personalized brand experience across all touchpoints.

Result

The implementation of EVA across all KIKO Milano stores was completed in under 12 months, setting a new benchmark for adaptive and scalable retail. This transformation allowed KIKO Milano to operate at a truly global scale, enhancing their ability to provide a consistent, personalized, and frictionless customer experience. As a result, the brand not only improved operational efficiency and reduced IT costs but also solidified its position as a trendsetter in the beauty industry, capable of meeting the dynamic demands of the global market.