WORK/ZOPPY
The best solution to retain customers and encourage repeat purchases.
Zoppy is a CRM platform designed for small and medium-sized retailers looking to retain customers and encourage repeat purchases through benefits.
Client
Zoppy
Industry
E-commerce
Services
Product Design
Period
2022 to 2024
Problem
Small and medium-sized enterprises (SMEs) in the retail market face significant challenges in customer retention and generating repeat purchases, which directly impacts their ability to scale and make their business profitable. As a result, many SMEs operate with high customer acquisition costs and have limited knowledge about their consumer base.
Solution
Develop a software solution that unifies the physical and digital operations of SMEs, enabling entrepreneurs to create personalized loyalty programs tailored to the specific needs of their businesses. Additionally, the software should automate manual customer relationship management processes, freeing up time and resources for other strategic actions.
Challenge
Ensure that the interface is intuitive and accessible, especially considering that the target audience includes entrepreneurs with varying levels of technological familiarity. Create a robust MVP that delivers immediate value to users while balancing simplicity and functionality, given that current CRMs on the market are often highly complex and difficult to understand in terms of the data they provide.
1. Research
Understand the context, needs, and pain points of the target audience.
2. Definition
Potential ideas and the definition of essential features to prioritize.
3. Ideation
User flow mapping and low-fidelity wireframe creation.
4. Interface
Creation of the Style Guide and high-fidelity prototypes in Figma.
Low number of repeat purchases
Difficulty in scaling/profiting the business due to low customer retention and high acquisition costs.
Lack of tools
Scarcity of tools in the market that meet the specific technological needs of SMEs in retail.
Lack of customer knowledge
Lack of in-depth customer knowledge to generate insights and make better business decisions.
Need for automation
Absence of technology to manage customer relationships, resulting in a manual process.
Core Features
Based on the pain points identified through research with the target audience, the following features were prioritized for the development roadmap:
Giftback — an automatic instant loyalty mechanism that guarantees up to a 20% increase in direct revenue. The merchant defines the properties for triggering an automatic coupon to be sent to customers X days after purchase. The merchant can choose to send the coupon via WhatsApp, email, or SMS, with the option to create a personalized message or select a default message from the platform. Additionally, users can manually verify and send the Giftback if needed.
Customer Profile — a detailed management area for all business interactions with the customer, ensuring a personalized experience in every touchpoint.
Dashboards — intelligent reports, such as RFM Matrix, ABC Curve, Demographic Data, and more, that help in crafting personalized strategies.
Result
With the implementation of a simple yet high-quality MVP, the product has already delivered significant value to its users, facilitating the scalability and profitability of their businesses. Zoppy's initial success led to its expansion and partial acquisition by Méliuz, reflecting the effectiveness of the solution in addressing the technological needs of SMEs in retail.
Increase in monthly revenue in stores using Zoppy.
Increase in the ROI of campaigns in stores using Zoppy.
In repeat purchases in stores using Zoppy.
