“We’ve stopped talking about online customers and retail store customers and loyalty customers and just talk about customers.”
- Sumit Oberai, VP Customer Solutions, Indigo Books & Music

Indigo Books & Music, as a result of expansion and acquisitions, was supported by a series of IT installations that drew from multiple technologies and assorted systems and databases.  Indigo maintained several systems for managing retail, online sales, and a rewards loyalty program.  Customer tracking and records as well as registration updates, sales, and other transactions were often performed manually and frequently required processing times of several days.  This resulted in both customer dissatisfaction and an inability to effectively analyze sales, marketing, and retail data.

Infusion’s Customer Database solution delivered tangible benefits and return on investment including: consolidating 4 existing database systems, an increase from 40% to 80% of new signups who provided a working email address, and a seamless installation with no interruption to service.  As a result of the database merge, over 100,000 Indigo customers were re-engaged via email and 18,000 new sign-ups were received within the first week of launch.

This solution was a 2009 Microsoft Impact Awards finalist for Data Management Solution of the Year.