overview
Customised omnichannel eCommerce platform for sales in several different markets with multicurrency and multilingualism. With the introduction of an AI solution for product recommendations based on the recognition of facial skin problems.
[industry]:
Healthcare, eCommerce
[services]:
AI/ML development, Custom software engineering
[country]:
ukraine
[logo]:
[year]:
2024
Challenges
At the beginning of the project, we solved the main problems with updating outdated OpenCart-based online stores. Our team updated the code, fixed bugs, and improved the infrastructure to ensure smooth operation. Managing multiple sites for different markets added complexity, requiring constant coordination to maintain SEO and operations.
We introduced new features to support marketing efforts by integrating payment methods such as WayForPay, LiqPay, Stripe, PayPal, and Klarna to meet the needs of regional customers. We also simplified the transfer of orders to the CRM system, increasing processing efficiency and improving the customer experience.
Solutions
In the second phase, we upgraded the CRM system to Zoho CRM, carefully migrating data and customising it to meet specific business needs. This improved customer relationship management, automated internal processes, and ensured seamless integration with other tools.
We developed an AI-based solution that analyses customer skin from photos. Using machine learning, it detects skin problems and offers personalized product recommendations, improving the customer experience and increasing sales with targeted solutions.
We created a new custom omnichannel platform using React.js and Node.js, uniting all sales and communication channels. By migrating data and functionality from the old sites, we ensured business continuity while increasing performance, scalability, and flexibility for future growth.
The project roadmap
- Updating and optimising the code of websites on an outdated version of OpenCart.
- Bug fixes to improve stability and performance.
- Infrastructure optimisation to improve performance and scalability.
- Introducing tools for personalising content and promotions.
- Integration of analytical services to track user behaviour.
- Development of functions to increase conversion and customer engagement.
- Connecting WayForPay, LiqPay, Stripe, PayPal, and Klarna to expand payment options.
- Providing convenient and secure payment methods for customers from different regions.
- Setting up multi-currency and support for different payment interfaces.
- Automate the transfer of order data to the CRM system.
- Reducing the possibility of errors in order processing.
- Increase the efficiency of the sales and customer service department.
- Secure data transfer from the old CRM system to Zoho CRM.
- Integration of the new CRM with existing systems and platforms.
- Setting up processes to improve customer relationship management.
The development of the AI system involved collecting a dataset of thousands of skin images, training the model under the supervision of dermatology experts, and integrating it via an API with the platform. This ensured high accuracy in skin analysis and automatic product recommendations.
- Creating algorithms to recognise skin problems from customer photos.
- Generating personalised product recommendations based on analysis.
- Implementation of an innovative service to increase customer engagement.
The system is based on a modern architecture, utilizing React.js and Node.js with PostgreSQL for stability and scalability. APIs facilitate integration with the CRM, analytics systems (PowerBI), and email marketing tools (eSputnik)
- Using modern technologies React.js and Node.js to create a custom platform.
- Combining all sales and communication channels into a single system.
- Providing a seamless and intuitive user experience.
- Continuous migration of data and functionality without affecting business operations.
- Improved performance and speed of websites.
- The ability to easily scale and implement new features in the future.
- Customising websites for each market to improve search visibility.
- Implementation of multilingual support for different regions.
- Improving the URL structure and metadata to increase search engine rankings.
Work Approach
Analysing and planning
- Requirements gathering
- Collaborate with all stakeholders to understand business goals and technical requirements in detail.
- Identify priorities and critical features for priority implementation.
- Assessment of the current state
- Audit of existing systems, code base and infrastructure.
- Identify the main problems and limitations that need to be addressed.
- Strategic planning
- Developing a detailed project plan with a breakdown into stages and tasks.
- Set realistic deadlines and resources for each stage.
Building an effective team
- Recruitment of specialists
- Hiring experienced developers, engineers, and project managers.
- Building a team with the right skills to solve specific problems.
- Allocation of roles and responsibilities
- Team dynamics
Choosing a development methodology
- Flexible methodologies (Agile)
- Implementation of Scrum for adaptive project management.
- Dividing work into sprints or iterations with regular releases.
- Constant feedback
- Regular demos and retrospectives to evaluate results and adjust plans.
- Close interaction with stakeholders to respond quickly to changes.
Technical implementation
- Modernization of existing systems
- Development of a new platform
- Integration of payment systems
AI solution development
- Research and prototyping
- Analyzing the requirements for an AI model to recognize skin problems.
- Prototyping and proof of concept.
- Data collection and processing
- Collecting a dataset of skin images with appropriate annotations.
- Ensuring the quality and diversity of data for model training.
- Model training and testing
- Use of machine learning and deep learning methods.
- Model optimization to achieve high accuracy and speed.
CRM migration and integration
- Migration planning
- Developing a strategy for migrating data from the old CRM to ZohoCRM.
- Identification of critical data and dependencies.
- Performing the migration
- Development of scripts and tools to automate the process.
- Testing the migration on a test environment before implementation.
- Integration with other systems
- Ensure ZohoCRM interacts with the new platform and other tools.
- Setting up APIs and webhooks for data synchronization.
Testing and quality assurance
- Development of a testing strategy
- Define approaches to functional, integration, and load testing.
- Automated testing
- Implementation of unit tests and end-to-end tests.
- Using CI/CD practices to automate the deployment and testing process.
- Quality control
- Continuous monitoring of system performance and security.
- Conducting code reviews and security audits.
Risk management
- Identification of potential risks
- Identify possible technical and business risks at an early stage.
- Developing mitigation plans
- Identify actions to reduce the likelihood of risks occurring or their impact.
- Monitoring and control
- Regularly review risks and adjust plans as necessary.
Launch and support
- Pilot launch
- Post-release support
- Immediate response to identified problems.
- Constant updating and improvement of the system based on feedback.
Communication and training
- Internal communication
- Regular project progress reports for management and the team.
- Staff training
- Conducting trainings for employees on the use of new tools and systems.
- Documentation
- Create detailed technical and user documentation.
- Update documentation when changes are made or new functionality is added.
Customer orientation
- Collecting feedback
- Using customer feedback to improve the product.
- Personalization of the experience
- Introduce features that increase customer engagement and satisfaction.
- Customer support
- Providing quality support through various communication channels.
Continuous improvement
- Results analysis
- Evaluation of the achieved indicators against the set goals.
- Implementation of innovations
- A constant search for new solutions and technologies to improve the product.
- Adaptation to changes
- Flexibility in approach to respond quickly to changes in the market or business requirements.
The project resulted in significant improvements:
We developed a modern omnichannel platform that integrates all sales and communication channels.
We have implemented an AI-powered skin analysis solution to provide customers with personalised recommendations.
We have integrated modern payment systems to provide convenience for customers in different regions.
We optimised our ordering and CRM processes, which reduced the number of errors and increased processing speed.
We have successfully switched to ZohoCRM, which has increased the efficiency of customer relationship management.
technologies
- Node.js
- PowerBI
- React.js
- eSputnik API
- TypeScript
- WayForPay API
- PostgreSQL
- LiqPay API
- Mediapipe
- Zoho API
- YOLO
- Klarna API
- CVAT
- Strip API
- AWS S3
- PayPal API
- BigQuery
- NovaPoshta API
