Case Study #10: Synchronizing the Core: How Omni-Channel Integration Revolutionized Warehousing and Customer Experience

The Challenge: The “Data Blind Spot” in Rapid Scaling

Our client, a high-volume multi-category retailer, was suffering from the “Success Paradox.” As their sales grew across physical stores, third-party marketplaces (Amazon/Flipkart), and their own D2C portal, their backend was fracturing.

The Operational Chaos:

• Ghost Inventory: Their warehouse management system (WMS) updated in batches every 4 hours. This led to “overselling”—customers would buy an item online that was already sold out in the physical warehouse, leading to 15% order cancellation rates and damaged brand reputation.

• The Dispatch Bottleneck: Picking and packing were governed by manual printed manifests. A single order took an average of 45 minutes to move from “Confirmed” to “Ready to Ship,” creating a massive backlog during peak sales.

• The Fragmented Customer: If a customer called support, the agent had no idea what that customer had bought in-store vs. online. There was no “Customer 360,” making personalized service impossible.

They needed to stop treating their sales channels as separate islands and start treating them as a single, living organism.

The Moptra Solution: The “Real-Time Connective Tissue”

Moptra implemented a comprehensive digital overhaul, focusing on a Headless ERP Integration and a centralized Event-Driven Architecture.

1. Real-Time Inventory Orchestration: We replaced batch updates with a WebSocket-based synchronization layer.

• The Tech: Using a Node.js middleware, we linked the Point-of-Sale (POS) systems in physical stores and the online checkout directly to the Warehouse Management System. Every time a barcode is scanned anywhere in the country, the global inventory count updates in under 500 milliseconds.

2. Digitizing the Warehouse Floor: We moved the warehouse from paper to Android-based mobility.

• The Feature: We developed a custom “Picker/Packer” app using React Native. It utilizes AI to calculate the most efficient walking path through the warehouse for any given order.

• Automated Dispatch: We integrated the system directly with shipping aggregator APIs. The moment a packer scans the final item, the shipping label is automatically printed, and the tracking ID is sent to the customer instantly.

3. Engineering the “Customer 360” View: We utilized Salesforce Service Cloud as the central nervous system for customer data.

• The Integration: Through custom MuleSoft connectors, we piped data from every touchpoint—offline receipts, online browsing behavior, and support tickets—into a single dashboard.

• The Result: When a customer contacts the brand, the agent sees a “Lifetime Value” score, recent purchases across all channels, and even predicted future needs, all on one screen.