Hitachi Vantara (Hitachi) > Case Studies > Revolutionizing Shopping Mall Experience with IoT

Revolutionizing Shopping Mall Experience with IoT

Hitachi Vantara (Hitachi) Logo
Technology Category
  • Functional Applications - Enterprise Resource Planning Systems (ERP)
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Consumer Goods
  • Retail
Applicable Functions
  • Product Research & Development
  • Sales & Marketing
Use Cases
  • Retail Store Automation
  • Theft Detection
About The Customer
The customer is a global chain of shopping malls that welcomes millions of guests from around the world each year. The company is committed to providing state-of-the-art facilities and first-class services for a portfolio of retailers and brands, enabling them to maximize their sales. The company is dedicated to delivering a superior in-person shopping experience, which includes services like Wi-Fi on arrival, valet parking, personal shopping, and access to an exclusive lounge. The company's commitment to a flawless guest experience requires its IT systems to be extremely reliable and capable of tracking and analyzing data on guests’ behavior in real-time.
The Challenge
The company, a global chain of shopping malls, was committed to delivering a superior in-person shopping experience. This included services like Wi-Fi on arrival, valet parking, personal shopping, and access to an exclusive lounge. To ensure a flawless experience, the company needed its IT systems to be extremely reliable as even a few minutes of downtime could impact sales and customer loyalty. Furthermore, to ensure that its malls always offered the right brands and products in the most appropriate formats, it was critical to track and analyze data on guests’ behavior as they moved through the mall and made their purchases in real-time.
The Solution
The company partnered with Hitachi to develop and support its customer loyalty system. In addition to application development, the Hitachi team also provided extremely responsive support services to ensure total availability of core business systems, especially during critical periods such as the company’s sales events. As the company grew and expanded, its technology needs evolved. The focus shifted to scalability and enterprise capabilities to ensure a consistently flawless standard of excellence across all its malls worldwide. To support this evolution, Hitachi helped the company transition from its bespoke systems to an enterprise platform from Salesforce that would better support global operations and grow with the business. Hitachi also helped the company improve its financial reporting capabilities with Oracle Financials.
Operational Impact
  • The technology strategy that the company established with Hitachi enabled it to deliver exceptional guest experiences. The company uses state-of-the-art Internet-of-Things sensors and analytics technology to track footfall across each of its locations. By analyzing how guests move, which stores they visit, and what they buy, the company can make smarter decisions about where to locate each of its brands to optimize guest flows and maximize sales. The partnership with Hitachi is going from strength to strength. Today, the two companies are working together to design, implement and optimize local solar generation facilities. The goal is to reduce the company’s carbon footprint and provide a smooth charging experience for electric vehicles—combining sustainability with an even better guest experience that helps the company extend its advantage far beyond the reach of any competitor.
Quantitative Benefit
  • Substantial increases in visitor numbers since the pandemic
  • Consistently profitable retail spaces
  • Goal to reduce the company’s carbon footprint by 50%

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