Customer Online Consulting SaaS Platform for Retail Stores and Sales Agents
SaaS tool for a retail company to serve customers using a touchless interface and real-time voice communication on kiosks. It helps stores outsource buyer consulting and make it fully online while letting clients get comprehensive information on any products they want to buy.
Technical stack:
- Backend: C#, .NET Core 2, EF Core, Node.js, SOA, REST API
- Frontend: React Native, Vue.js
- Databases: MS SQL, Redis
- Cloud & Infrastructure: Azure, Azure Active Directory, Azure Blob Storage
- DevOps & Containerization: Docker, Kubernetes
The task
The client needed a brand-new SaaS platform for retailers. Our job was to build it from scratch while integrating it with the existing system. We also had to design the backend, define the architecture, set up deployment, and create a Scrum-based development plan aligned with client requirements
The team
Our team included 1 PM/requirements analyst to organize Scrum workflows and report progress, 1 data science & computer vision engineer, 2 .NET developers, 2 QA specialists to handle complex testing, 1 mobile developer for the tablet version, 1 DevOps engineer for Microsoft stack support, and 1 JS developer for the frontend.
Collaboration
We collaborated with an offshore team that had built the previous system. This helped us analyze its structure and API specifications to integrate and test the new platform. Thanks to smooth collaboration, we achieved fast delivery and minimized risks.
Post-MVP phase
After the MVP was released and sold to early adopters, we gathered immediate feedback. Our team stayed on to build new features, run pivots, and adapt the product to different client and user needs during the post-MVP stage.
Virtual Sales Platform
This SaaS solution gives customers the tools they need to enable sales reps and drive more effective virtual interactions.
Key features include:
- Multi-device access - works seamlessly on phone, tablet, or laptop.
- Customer–consultant connection - the app directly links customers with remote sales reps.
- Productive sales experience - designed to replicate in-person consultations in a digital format.
Admin Panel
One of the client’s main requirements was to provide functionality for convenient platform management. So, to manage the virtual sales platform we developed an admin panel that allows easy adding and removing new contractors, assigning roles (e.g., supervisor, admin, operator, etc.) and customizing their permission. Also, we've designed a dashboard to complete an overview of the team’s key performance data - number of customer's connections, average connection time, successful sales rate, etc.
Device Management
Device control was another critical issue for our client. To keep the device in working order has been added device management solution. All devices automatically receive the latest software updates, detecting device is online or offline and the entry record system. Also, we added a device location tracker to secure devices from stealing.
Face Detection
The face detection software was integrated to encourage customers to interact with the SaaS retail platform. Depending on the software setting, it sends a message on the device screen or starts a call with a sales consultant.
Integration With Communication APIs
For a smooth connection between customers and consultants, the platform is integrated with a Twilio API, which allows excellent communication quality and implements a callback function in case of a connection failure.
Get Insights from Real SaaS Builds
Enjoyed the read? We write these case studies and articles to share what works — and what doesn’t — in real SaaS delivery. Got a challenge of your own? Let’s talk tech.
Ryzhokhin