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AC Alibaba Cloud Retail Asia Pacific

Senheng

Customer Service Automation · Personalization / Recommendations

Senheng, the biggest consumer electronics retailer in Malaysia (RM1.3B revenue in 2020), wanted to boost the local economy by allowing SMEs to tap into its 3M+ PlusOne member database via a new S-Rewards Centre and reward members with S-Coin cashback, but needed a reliable B2B2C platform partner to synergize operations.

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3 million+ PlusOne members
RM1.3 billion operating revenue in 2020

Solution

Senheng leveraged Alibaba Cloud's Terminus B2B2C platform to democratize access for 3 million PlusOne loyalty members and empower local Malaysian SMEs through the S-Rewards Centre ecosystem. The platform ingests member behavior, transaction history, and merchant performance data, enabling SME participation in direct selling while rewarding customer engagement through S-Coin cashback. Terminus orchestrates omnichannel order fulfillment across physical retail stores and online channels, with unified loyalty program management across acquisition, retention, and engagement. The solution improved customer return rates by seamlessly integrating 3,000+ merchant partners and suppliers into a coordinated super app ecosystem.

Data flow

PlusOne member activity → S-Rewards Centre platform → SME/merchant transaction processing → loyalty engagement → order fulfillment

Solution architecture

2 components · 1 layer
  1. Serving
    • Terminus B2B2C Omnichannel B2B2C platform enabling SME merchant participation and order fulfillment
    • Retail Solutions Platform End-to-end retail operations support including loyalty, inventory, and omnichannel capabilities

Architecture clues

  • Combines B2C, B2B2C, and O2O capabilities in one online platform
  • Terminus B2B2C as base platform

Evidence from the source

The successful implementation of the platform has improved the customer return rate for Senheng retail stores.
We are very proud to become one of the first in South East Asia to implement the Terminus B2B2C Solution provided by Alibaba Cloud.
With the launch of the new S-Rewards Centre, PlusOne members can now shop and earn great S-Coin cash back rebate across a wide variety of products.

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