INNO’s transformation into an omnichannel retailer with an online marketplace

INNO, a prominent player in the Belgian retail sector, is known for offering high-quality luxury products at accessible prices. Since its founding in 1897 as ‘A l’Innovation’ in Brussels, INNO has evolved into a leading department store.

The challenge

INNO faced a challenge familiar to many retailers: transforming its traditional brick-and-mortar model into a modern omnichannel operation. With only physical stores and a limited online presence, INNO wanted to make a digital leap by launching a fully developed online marketplace.

While the need for digital transformation was clear, the biggest challenge extended beyond technology. INNO lacked the technical resources needed for such a transformation. Without an in-house e-commerce IT team, they needed an external partner to handle both the development and implementation of the marketplace. That’s where Operai stepped in.

The Solution

As a specialist in online marketplaces, Operai was brought in to lead this digital transformation. We provided business consultancy and developed a strategic blueprint for the marketplace.

Since INNO was already using Salesforce for CRM and sales management through our colleagues at Forward, choosing Salesforce Commerce Cloud as their e-commerce platform was a logical step. This seamless integration allowed them to scale their operations efficiently.

For marketplace technology, INNO selected Mirakl, a platform known for its robust and scalable solutions. Mirakl provided the expertise needed to design an efficient, user-friendly online marketplace.

Operai also organized business workshops in collaboration with Mirakl consultants to ensure that INNO employees could effectively work with the new system.

By integrating advanced Salesforce features, such as enhanced marketing automation and detailed analytics, this combined solution created a powerful, seamless e-commerce environment that benefited both INNO and its customers.