Sultera, formerly known as "Sultan," is the top choice for Malaysians seeking home products including hotel-quality towels, bedding, pillows, and home decor that recreate the luxurious ambiance of a 5-star hotel within their own homes.

Sultera's journey with EasyStore spans 6 years and facilitated their growth along the way, achieving:

• 5-figure daily sales revenue

• 42% Customer Base Expansion

• 160% Revenue Growth

• 300 talented entrepreneurs turned ambassadors nationwide, 

• Every 5 in 100 customers are international customers!

Starting Small, Scaling Substantially

Ashraf highlighted an intriguing statistic: while a satisfied customer may share their positive experience with 3 others, a dissatisfied customer may share their negative experience with 11.

He emphasised synchronised branding, streamlined operations, and enhancing customer engagement as key considerations when launching his first showroom outlet. 

Here's what he did to prioritize customer experience and uphold their branding:

• Same SOP for all staff: Every staff member knows their responsibilities and how they contribute to the business and customer experience. Additionally, they can take on responsibilities beyond their scope, such as facilitating walk-in orders through the POS system, as everyone is familiar with the same system inside and out.

• Recognise VIP without fail: Integrated membership program on the point of sale (POS) allows staff to easily identify members through scanning of member barcodes which also dynamically update discounts during checkout.

• Big Bed Corner: Featuring a large bed in the showroom where customers can experience the products firsthand, with ready stock products alongside. The inventory for these ready stock products is also included in the inventory and will be deducted automatically for each sale, synced with online available inventory.

• Pick-Up Point for On-Demand Orders: Customers may choose to shop online and pick up in-store or request same-day delivery for urgent orders. This is especially helpful when customers are shopping for last minute gifts.

• Bundle Products With Clear Profit Margin: Sultera strategically bundled products to entice customers and drive higher Average Order Value (AOV), ensuring that the offerings were both attractive and profitable.

• 2-tier Membership for a Nationwide Community: Elite and Gold membership tiers were strategically designed based on customer spending behaviors, aiming to foster a sense of belonging and exclusivity within the community. Exclusive benefits were offered to drive customers to reach the next tier, incentivizing continued engagement and loyalty.

• 24/7 Access To Order Update: Sultera ensures consistent engagement with customers through email reminders, follow-ups, and in-app notifications. For instance when customer makes an order, the system automatically updates order fulfillment status to the customer.

• No Customers Left Behind: Even during last-minute sales, the team is equipped to accept and handle rush orders to ensure all customers are served, especially crucial during peak season like Raya Campaign

In essence, Sultera's strategic alignment with EasyStore's adaptable features, coupled with their unwavering commitment to providing an exceptional customer experience, propelled them towards outstanding revenue growth and a prominent position in the market.

And of course their success didn't go unnoticed; even Malaysian Palace Institute took notice and reached out to them!

Moving forward, Sultera has exciting plans in line. They aim to open more retail outlets, establish a warehouse in Sabah, and expand internationally into the Brunei market with the use of EasyStore's cross-border tool.