Aurora is a leading Ukrainian multi-market chain renowned for its innovative approach and robust market presence. The company fuels its growth by forging strategic partnerships, streamlining internal processes, diversifying its product range, and leveraging data insights into customer preferences, demand, pricing strategies, and seasonal trends. This holistic management strategy ensures that Aurora maintains its market leadership. As the largest national ‘dollar store’chain, Aurora operates over 1,500 stores in Ukraine and more than 25 stores in Romania, ranking it among the top three non-food discounters in Central and Eastern Europe. Recognized as one of Ukraine’s top 30 digitalization champions by Forbes Ukraine and KPMG, Aurora continues to harness cutting-edge digital innovations to drive its ongoing success.
Challenges
Disparate platforms led
to operational inefficiencies
and data silos
Existing systems struggled to
handle rapid expansion while
ensuring high-service quality
Lack of personalized
communications and unified
e-commerce
Key Deliverables
Unified Digital Ecosystem:
Integrated CRM for all operational departments, including warehouse management, accounting, loyalty programs, and the online ordering module.
End-to-End Automation:
Automated customer journey—from registration to order confirmation, delivery, and post-order follow-up—ensuring a seamless and efficient process.
Operational Efficiency and Enhanced Analytics:
Increased online orders tenfold while reducing processing times and consolidating data that enabled real-time customer behavior analysis.
Scalability and Flexibility:
Increased adaptability allows rapid adaptation to market changes while keeping development and maintenance costs low.
Scalable Retail Ecosystem
Business success in retail relies heavily on providing customers with maximum convenience, easy product access, and high-quality, prompt service. As Aurora experienced rapid growth, the company recognized it was struggling to fully meet these expectations. It became clear that there was a need for flexible tools to enhance customer communication, streamline operational processes, and implement modern e-commerce solutions, including order processing, delivery management, and payment acceptance.
To address these challenges, Aurora partnered with Banza, a leading IT solutions provider and top Creatio partner, to implement a robust, no-code platform tailored to its growing needs. Leveraging Creatio’s flexibility and Banza’s expertise, the teams collaborated to unify Aurora’s fragmented systems, automate key processes, and enhance the overall customer experience.
Transforming Complexity into Growth with No-Code
As a result, Aurora was able to create e-commerce workflows, scale operations efficiently and quickly, utilize modern marketing tools, and gain real-time visibility into analytics within a unified environment. The platform’s scalable architecture allowed Aurora to expand its system capabilities gradually, supporting the addition of new stores and the seamless growth of its online operations without disrupting existing processes.
With advanced AI-powered CRM tools, Aurora enhanced customer personalization, enabling tailored communications and targeted offers based on real-time data. This helped improve customer engagement and drive higher conversion rates. Additionally, the cost savings from reduced development and maintenance allowed Aurora to allocate more resources toward strategic growth initiatives, further strengthening its market position and ensuring long-term sustainability.
Our collaboration with Aurora focused on turning complex challenges into growth opportunities. By leveraging Creatio’s no-code capabilities, we helped streamline operations, enhance customer engagement, and implement scalable solutions that support Aurora’s rapid expansion.
Building a Seamless Digital Shopping Experience
To fully realize its vision of a cohesive digital environment, Aurora needed to overhaul its existing online infrastructure. The previous website offered only limited online shopping capabilities, creating a significant barrier to delivering the seamless, customer-centric experience the company aimed for. To overcome this, Aurora collaborated closely with Banza, Creatio, and a dedicated contractor tasked with developing a modern, feature-rich website.
The joint effort resulted in a transformative shift in Aurora’s e-commerce operations. One of the most significant outcomes was the improvement in the customer shopping experience. By enabling remote ordering and streamlining end-to-end processes, Aurora made shopping more convenient and efficient while also focusing on reducing operational costs to remain competitive.
Today, the new platform allows customers to make purchases remotely, ensuring convenience and service accessibility. End-to-end automation powers the entire shopping journey—from registering a new customer account, creating an order, selecting a delivery method, and making payment to order confirmation, delivery, and final receipt. All related data is seamlessly synchronized in Creatio, enabling faster order processing, high-quality customer support via the call center, and access to real-time analytics for continuous process improvement.
The Creatio platform significantly simplifies the shopping process for customers by enabling remote ordering. We strive for continuous service improvement, and this project reflects our desire to adapt to new market realities. Our success formula lies in minimizing operational costs, allowing us to remain competitive, and no-code technologies align with our business goals.
The Digitalized Customer Experience Consists of:
The implementation of the Creatio platform in the Aurora network has become a significant step in the company's development, allowing it to adapt to modern market demands. The integration of online services and a loyalty program has enhanced customer convenience and contributed to a deeper understanding of their needs. This, in turn, helps Aurora strengthen its market position and ensure further success.
Throughout our collaboration, we have been committed to helping the client find the best and most efficient solutions while tackling complex architectural challenges. Our implementation team has introduced modern tools to reduce costs and improve business performance.
For example, we are actively working on optimizing the order lifecycle to ensure seamless website operation and fast processing of every customer request. This will enable a smooth process for system growth and scaling.
About Banza
Banza is a Ukrainian IT company, vendor, and top partner of Creatio. Thanks to a unique synergy of technologies, low-code process management, and many years of experience, the company helps easily implement digital transformation and innovation in business. Among Banza's implemented projects are solutions for automating sales, banking activities, logistics, manufacturing processes, customer service, and much more.
