Go Instore. Humanizing Digital Customer Experience. ‹ Prime Holding JSC

Go Instore. Humanizing Digital Customer Experience.

Enabling rich online human interactions

Overview

Go Instore is a UK-based company that offers a video-powered retail solution for businesses worldwide to better engage with their customers. Their solution connects customers with the right store experts to put smiles on their faces, boost results, and allow retailers to hold conversations with their online customers through live one-to-one HD video calls.

By connecting staff at physical locations to website customers, Go Instore enables rich online human interactions that have successfully increased revenues for companies across sectors, including retail, automotive, hospitality, and property.

Challenges

Due to COVID-19, Go Instore was experiencing hyper-growth, with retail stores around the world wanting to sign up with them and deploy their technology to service their customers. They need to move a lot faster and expand their engineering teams.

Therefore, the Go Instore team was seeking a long-term partner to assist in completing multiple small projects (Portal Project, Call recording, Customer care, Scheduling & queuing, etc.). The R&D team needed maximum efficiency to build all the respective projects before the peak retail period.

Solution

The core team had begun developing the portal. Still, as there were several problematic sections in the existing codebase, we were tasked with augmenting it to achieve coding standards, logic & deployment improvements, and higher security, and then turn it into a convenient enterprise solution.

The Go Instore Portal we developed enables client organizations (retailers) to manage their accounts and live advisers. Depending on their role and permission levels, Portal users can view specific information and perform a range of actions, such as creating and managing advisers, locations, departments, and portal users.

We also developed a tracking functionality with a dashboard that shows how many employees are available/unavailable for a call, how many calls all employees of a retailer made as well as how many of these were valuable calls (above 30 sec), cancelled, or declined.

Results

Augmented the existing codebase to achieve coding standards, logic & deployment improvements
Improved platform security and scalability
Delivered a customer portal with a great user experience

Quick Facts

Duration: September 2020 - September 2022

Technology Stack: Java, Angular 10, SonarCloud, Spring Boot, Spring Security, MySQL, Hibernate, Maven, H2 database (for tests), Google Guava, Redis, Hazelcast

Team: 3 frontend engineers, 3 backend engineers, 1 QA, 1 Project Manager

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