Continuous improvement for mobile customers.

Tesco Mobile migrated from an in-house e-commerce platform to Adobe Commerce for its omnichannel capabilities. The previous technology lacked mobile optimisation, making it challenging and expensive to introduce new features, while also resulting in a cumbersome customer journey. Furthermore, the teams had to manage all channels separately, making it difficult to roll out new products, campaigns, or commerce features. Now experiences only need to be rolled out once. API integrations with 30 Tesco systems help to streamline operations, such as adding single sign-on to help in-store staff access systems and serve customers faster.

Adobe Commerce also integrates smoothly with other Adobe Experience Cloud apps — including Experience Manager Sites, Analytics, and Target — to expand digital capabilities with a seamless digital experience platform. The combined efforts of Tesco Mobile, Adobe, and partner SQLI resulted in the new platform’s successful launch in time to engage customers with seamless browsing and shopping across channels well ahead of the busy holiday shopping season.

Tesco Mobile has seen up to 40% of sales coming through its online channels, up from less than 20% previously, indicating that customers are responding positively to the ease of browsing and shopping digitally. This led to greater overall sales, with annual revenues up by 12% in 2023. It also improved overall customer experience, engagement, and retention. By replatforming to Commerce, Tesco Mobile is driving constant innovation, meeting the high expectations of its customers.