The high-end retail industry faces a distinct challenge: delivering personalized, seamless customer experiences in a market where loyalty is earned with every interaction. With consumer expectations at an all-time high, fragmented systems and manual processes are no longer an option.

One of the most compelling digital transformation cases comes from a global leader in premium wines and spirits, with over £250 million in annual revenue and 300 active users. Their challenge? Managing three different Direct-to-Consumer (D2C) business models—Concierge Collectors, Self-Serve Collectors, and Drink-Now Customers—without sacrificing efficiency, scalability, or hyper-personalization.

After evaluating multiple alternatives, they identified Creatio—Digiway’s strategic partner—as the ideal solution to unify their customer engagement strategy, optimize operations, and accelerate growth.

🔎 The Great Challenge: Not Just Technology, But a Paradigm Shift

Luxury retail is not just about selling products—it’s about selling experiences and trust. However, for this premium brand, several roadblocks stood in the way of delivering an optimal customer journey:

🔴 Lack of a unified platform, leading to inconsistent customer interactions across channels.

🔴 Integration issues with critical enterprise systems like SAP S4HANA and Adobe Magento.

🔴 Limited customer visibility, restricting personalization, retention efforts, and long-term loyalty.

🔴 Inability to leverage AI for predictive analytics, missing opportunities to anticipate purchasing behaviors and optimize supplier management.

💡 These challenges are not unique to one brand—they are common across LATAM’s premium retail sector. The question is: how can businesses transform these limitations into competitive advantages?

The Solution: Creatio, Digiway’s Partner—Digital Transformation in Action

By implementing Creatio’s low-code CRM platform, the company successfully transformed its D2C operations, unlocking end-to-end automation, deeper customer insights, and intelligent engagement strategies. The key benefits included:

✅ End-to-end automation across Sales, Marketing, and Customer Service, improving efficiency and agility.

✅ Seamless omnichannel communication, ensuring customers could interact when and where they preferred.

✅ AI & Machine Learning-powered analytics, predicting purchasing behaviors and identifying potential upsell opportunities.

✅ Integration with mission-critical applications, positioning the CRM as the central pillar of their IT strategy.

🔗 How Does Digiway Play a Role?

As Creatio’s trusted partner in LATAM, Digiway not only implements but also customizes this technology to fit the region’s unique market needs. We go beyond technology—we bridge the gap between strategy, processes, and data to create business models that thrive in the digital age.

The results? Increased operational efficiency, enhanced customer satisfaction, and a future-proof retail strategy ready to scale.

📊 From Theory to Reality: How to Implement This in Your Business?

Success in digital transformation is not just about adopting software—it’s about aligning technology with business strategy. At Digiway, we specialize in helping LATAM companies leverage Creatio to:

🔹 Unify customer data across multiple channels for a 360° view.

🔹 Eliminate inefficiencies through process automation.

🔹 Leverage AI-driven insights to enhance sales and marketing strategies.

🔹 Ensure seamless integrations with ERP, eCommerce, and third-party applications.

💡 If your company is facing similar challenges, it’s time to assess whether your current technology is accelerating or holding back your growth.

🚀 Let’s discuss how we can take your business to the next level with CRM and automation.

📢 I’d love to hear your thoughts or schedule a chat.