Coles partners with Stibo Systems to address digital customer experience

Coles Group has announced the successful go-live of its master data management (MDM) solution in partnership with Stibo Systems.

The new system, powered by Stibo Systems’ “award-winning” STEP platform, addresses various pain points in Coles’ data management, transforming product maintenance, digital assets and customer experience across its diverse business channels, including Coles Online and Coles Liquor.

“At Coles, our commitment to delivering seamless and reliable shopping experiences for our customers is paramount,” says Coles Group Head of Commercial Technology Anthony Corboy.

“Being on this journey with Stibo Systems has allowed us to tackle a range of inefficiencies in our data management processes, helping streamline product information and drive a consistent brand experience across our channels. We’re now better equipped to innovate in our digital and in-store offerings, benefitting both our customers and suppliers.”

Various challenges to overcome

Before adopting Stibo System’s STEP solution, Coles faced a range of challenges including data inconsistency, outdated manual workflow processes, fragmented product maintenance, limited online product detail, inconsistent cross-channel sales, and disjointed distributed digital assets.

Project goals

Coles’ primary goals for this project were to:

• Implement data governance and process workflows: Standardising data management with robust governance frameworks to ensure data integrity, auditability, and efficiency.
• Improve customer and supplier experience: Ensuring accurate and enriched product information enhances customer satisfaction and optimises supplier collaboration.
• Enable cross-channel sales: Supporting seamless product information across Coles Online and Coles Liquor.

Strategic business impact

With the Stibo Systems solution now in place, Coles is positioned to address the challenges and unlock opportunities in the following areas:

• Faster speed to market: Automating workflows and improving data accuracy significantly reduces time-to-market, helping Coles seize more sales opportunities.
• Improved product data for Coles Online: Coles new customer fulfillment centres in Melbourne and Sydney requires precise and comprehensive product information to ensure smooth operations.
• Improved operational efficiency: Centralised data management reduces operational costs and mitigates the risk of mistakes, which leads to better resource allocations and savings.

“We are thrilled to support Coles Group in realizing their vision for a more integrated and customer-focused data strategy,” says Stibo Systems Asia-Pacific & Japan VP Pradip Mashru.

“The successful go-live of our platform at Coles is a testament to the power of MDM in addressing complex business challenges and unlocking new efficiencies. By centralising data and enhancing its quality, Coles is well-positioned to elevate its customer experience, reduce operational costs and continue to innovate in the retail industry.”