SQUARE-ENIX Launches ORANGE-CX, an Omnichannel Customer Card that Evolves In-Store Customer Service by Integrating Store and EC Data

SQUARE-ENIX (Headquarters: Minato-ku, Tokyo, President and CEO Keisuke Yabuzaki, hereinafter SQUARE-ENIX) has launched the omnichannel customer card "ORANGE-CX," which integrates customer information from EC and physical stores, evolving face-to-face customer service as the next step in store DX/OMO.

■Main Features of ORANGE-CX

・Customer Card

Quickly view purchase history from EC and stores, past customer service notes, and point status on a single screen. This reduces the burden on staff to search for information, creating an environment where they can focus on interacting with customers.

・In-Store Appointment Booking from Web

A package including a reservation screen for customers and a management screen for stores. By linking reservations with customer data, it enables consistent hospitality by understanding "who" is coming and "why" in advance.

■Features of ORANGE-CX

1. External System Integration with Shopify,スマレジ, etc.

In addition to full integration with the ORANGE series (EC-ORANGE/ORANGE POS), it can also connect with existing EC and POS systems such as Shopify and スマレジ. This allows for the construction of a state-of-the-art CX improvement platform while leveraging current systems.

2. Simple yet High-Functionality Interface, Easy for On-Site Use

Key information such as LTV, cumulative purchase amount, and current point status is displayed compactly to allow for immediate understanding of the situation on the front lines of customer service. It also includes a customer service memo function for smooth information sharing among staff and a tagging function for sorting attributes.

■ORANGE-CX Utilization Steps

• STEP 1: Immediate Access to Customer Information In-Store

  • Review the history of the customer in front of you and provide optimal customer service on the spot.

• STEP 2: Improve Customer Service Quality Daily by Accumulating Service Data

  • Enhance proposal accuracy and customer satisfaction by utilizing in-store information.

• STEP 3: Turn In-Store Customer Behavior into Company-Wide Assets

  • Utilize customer behavior data to inform strategies for the entire business.

• STEP 4: Customer Loyalty Development

  • Through the accumulation of satisfaction and trust, evolve into a relationship where customers choose you based on "experience" rather than price or convenience.

■ "ORANGE-CX" Product Site

URL:

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