In this digital transformation podcast, James Gurd speaks with Elian Kool, CTO of VIU Eyewear, about their digital transformation journey unpicking years of custom development to build a new solution around Commerce Layer and Sanity.
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Get practical advice on the challenges of consolidating technology and processes, the importance of a phased approach to tech migration, and the selection of the right ecommerce platform. As CTO, Elian led the digital transformation project, and he explains why VIU selected Commerce Layer as their platform, sharing insights on order management, after-sales solutions, and the role of automation in improving operational efficiency.
During the conversation, Elian discusses the complexities of automating lens ordering processes, streamlining after sales operations, and leveraging technology to enhance customer experience. He emphasises the importance of a unified system that integrates various functions, such as sales, inventory management, and appointment booking, to improve operational efficiency.
The podcast then explores the operational side of the business, exploring how Elian built a lean development team, adopting agile practices for frequent deployments, and utilising data to measure customer satisfaction and feedback.
Key takeaways:
- Digital transformation requires a focus on customer experience.
- Consolidation of data is crucial for operational efficiency.
- A phased approach to tech migration reduces risk.
- Order management should be integrated with sales processes.
- Effective data management prevents errors and improves service.
- Streamlining after sales processes can significantly cut costs.
- Using Sanity for product data management allows for flexibility and efficiency.
- A lean development team can achieve significant results in a short time.
- Daily deployments enhance responsiveness to business needs.
- Agile practices can be adapted to suit the team’s workflow.
Chapters:
- [00:35] Introduction to Digital Transformation in Eyewear.
- [03:40] The Brand Story of VIU Eyewear.
- [06:30] Tech Challenges and Solutions in Retail.
- [09:45] Consolidation of Processes and Technology.
- [15:30] Choosing the Right Ecommerce Platform.
- [18:30] Order Management and After-Sales Solutions.
- [21:40] Automation and Efficiency in Operations.
- [28:55] Streamlining After Sales Operations.
- [31:05] Leveraging Sanity for Product Data Management.
- [33:40] Building a Lean Development Team.
- [38:40] Creating a Unified Customer Experience.
- [41:25] Measuring Customer Satisfaction and Feedback
Want to suggest a topic or guest for a future episode? Contact us via the website or on LinkedIn.