Data model and ownership
Agreed definitions for accounts, contacts and cases, duplicate rules and a named owner for each record type.
Industry context
CRM solutions in retail and e-commerce
Hosn Al Tomoh rolls out retail CRM with loyalty, service, and store associate workflows connected to commerce and order management, so every channel sees the same customer record.
Retail CRM works when stores and digital channels share identity, returns, and care history without duplicate profiles. We define golden customer rules and conflict resolution before migration, so duplicate records do not flood the system.
We connect customer data platforms and marketing clouds using realistic batch and event timings, so personalisation stays inside the policy and technical guardrails your privacy office approves.
We usability-test service queues and store tools with real associates. Handle time and first-contact resolution can then be checked in pilot markets before national rollout.
How the work is organised
From design to stable operation, with the evidence commercial leadership, finance and the privacy office ask for.
Process configuration
Sales, service or case-management flows configured to how your teams actually work, with views for each role.
Integration and consent
Links to ERP, contact channels and marketing tools, with consent and contact preferences recorded once and respected everywhere.
Consumer and data rules
We design consent, returns and customer data handling around consumer protection rules and personal data law in each market, such as the UAE PDPL and the Saudi PDPL, with ZATCA e-invoicing requirements where Saudi sales are in scope.
Migration and de-duplication
Accounts and contacts migrated with match rules, so the new system does not start with duplicates.
Adoption by role
Training, dashboards and usage measures for each team, reviewed with their managers after go-live.
Checks before you start
A CRM programme is ready to start when the teams involved agree what an account is and who owns each record.
- Privacy has decided the consent model for customer data.
- The teams that will use the CRM have agreed which system holds the master record for each type of contact.
- Someone has been named to own data quality in the CRM after go-live.
Plan CRM solutions in retail and e-commerce
Tell us where you are today and which dates matter. We will propose a first phase with scope, owners and an itemised quotation.