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XY Powered Fender’s First Flagship Store
Fender’s Tokyo store showed what happens when great tools meet a great vision.
4 MINUTE READ
XY Powered Fender’s First Flagship Store
Fender’s Tokyo store showed what happens when great tools meet a great vision.
4 MINUTE READ
20% Efficiency

Fragmented systems were eliminated, allowing store associates to focus more on customers.

Mobility Simplifed.

XY deployed POS, Store Ops, Clientelling and Reporting in one intuitive mobile app.

POS, OMS, E-comm

A true omni channel outcome for Fender, powered by the XY Platform.

The Challenge
Fender Acoustics, an iconic brand with an 80-year legacy, was transitioning from a primarily dealer-focused model to a direct-to-consumer strategy. This shift involved establishing a strong retail presence, including flagship stores, to enhance brand awareness, drive sales, and provide a premium customer experience.

Fender envisioned a retail experience that mirrored the luxury brands they admired, such as Apple, Louis Vuitton, and Nike – immersive, interactive, and customer-centric.

Key challenges included:

Maintaining the Brand Experience

Integrating technology seamlessly to enhance the customer journey without disrupting the emotional connection between musicians and their instruments.

Frictionless Exploration

Enabling customers to freely explore and interact with guitars without logistical or technological barriers.

Real-time Inventory Visibility

Providing associates with instant access to inventory across channels to ensure accurate information and avoid customer disappointment.

Seamless Omni-channel Integration

Creating a unified customer experience across online and offline channels, including buy-online-pickup-in-store, in-store purchases with shipping options, and easy returns.
XY Retail Solution

Unified Commerce Platform

A single platform integrated POS, inventory management, order management, customer relationship management (CRM), and analytics, providing a 360-degree view of customers and their interactions with the brand.

Enhanced In-Store Experience

Enabled personalized service through features like mobile POS, clienteling tools, and real-time inventory visibility, allowing associates to provide a seamless and engaging shopping experience.

Seamless Omni-channel Integration

Connected online and offline channels, enabling features like buy-online-pickup-in-store (BOPIS), ship-from-store, and personalized recommendations across all touchpoints.

Data-Driven Insights

Provided valuable data insights into customer behavior, purchase history, and preferences, enabling data-driven decisions and personalized marketing campaigns.

Scalability and Flexibility

Supported the expansion of new store formats and business models while maintaining a unified platform and customer database.
The Impact

Enhanced Customer Experience

Elevated the in-store experience, fostering deeper customer engagement and loyalty.

Increased Sales and Revenue

Drove sales growth through personalized service, seamless omnichannel experiences, and targeted marketing campaigns.

Improved Operational Efficiency

Streamlined operations, reduced costs, and improved inventory management.

Data-Driven Decision Making

Gained valuable insights into customer behavior, enabling data-driven decisions and continuous improvement.

Strengthened Brand Image

Positioned Fender as a modern and innovative brand in the eyes of its customers.

"With XY Retail, we discovered more than just a technology provider; we found a collaborator keenly attuned to Fender’s commitment to innovation and artistry. This partnership has been pivotal in crafting a retail environment that resonates with our brand ethos.
Michael Spandau
SVP Global IT, FENDER

Key Takeaway
Fender’s Tokyo store showed what happens when great tools meet a great vision. XY Retail made it easy for store associates to help customers without running around or waiting. With mobile tools, they answered questions, checked stock, and made sales right where the customer stood. Orders moved smoothly across all four floors, so no one missed a beat. Fender loved how simple and connected the system was. It made the store feel special—a place where guitarists could just play and enjoy their moment.

Download the Case Study Now

See how mobility helped Fender.