Customer Success & Case Studies
TMES partners with enterprise organisations across Southeast Asia to deliver measurable transformation — from AI-powered retail intelligence and digital identity to mission-critical IT outsourcing and next-generation POS platforms.
From Fragmented Reports to Real-Time Retail Intelligence
The Challenge
Rich Sport — authorised distributor of Converse in Thailand — operated with fragmented data across sales, inventory, e-commerce and back-office platforms. Reports reached leadership days after the fact, teams reconciled conflicting numbers, and executives depended on analysts for every business question. There was no unified view, no real-time visibility and no foundation for AI or predictive analytics.
The Solution
TMES implemented an AI Data Cloud solution combining Snowflake as the governed cloud data warehouse, Metabase as the business intelligence layer, and Snowflake Intelligence for executive self-service. ELT pipelines consolidated all source data into one trusted platform, structured data models ensured consistency, and Metabase dashboards gave business users self-service analytics across sales, inventory and channel performance — all without SQL skills.
Key Outcomes
- One trusted source of truth across sales, inventory and channel data — ending reconciliation debates
- Real-time dashboards replacing delayed manual reports — enabling same-day commercial decisions
- Executives self-serve business questions in natural language via Snowflake Intelligence
- Faster, more confident decisions on pricing, promotions, stock allocation and channel strategy
- Reduced analyst dependency — freed capacity for deeper modelling and forecasting
- Scalable AI-ready foundation for demand forecasting, customer intelligence and promotion optimisation
eKYC Solution: Verification Time from Days to Under 60 Seconds
The Challenge
Richemont operates two distinct entities in Asia with separate regulatory obligations: Richemont Asia Pacific Limited in Hong Kong, subject to HKMA AML/CFT guidelines, and Richemont Luxury (Thailand) Limited in Thailand, regulated under ETDA and AMLO requirements. Both entities relied on slow, manual identity verification that caused multi-day onboarding delays, high error rates and persistent compliance exposure. A single scalable platform was needed to serve both jurisdictions without duplicating infrastructure or compliance workflows.
The Solution
TMES deployed its automated eKYC platform across both entities — a single end-to-end digital verification system with jurisdiction-specific regulatory engines. For Hong Kong, the platform enforces HKMA AML/CFT rules with full sanctions screening and PEP checks. For Thailand, it integrates natively with NDID, connecting to DOPA (Department of Provincial Administration) for civil-registration identity verification and DBD (Department of Business Development) for corporate entity checks. Both deployments support CDD (Customer Due Diligence) and ECDD (Enhanced Customer Due Diligence) workflows, with AI-powered document authentication, biometric liveness detection and an immutable compliance audit trail — all integrated directly into existing onboarding processes.
Key Outcomes
- Customer verification time slashed from days to under 60 seconds — across both Thailand and Hong Kong
- 90% of all manual review tasks fully automated
- 100% regulatory adherence on every verification — HKMA AML/CFT (HK) and ETDA + AMLO (TH)
- Thailand: native NDID integration verifying identity against DOPA (civil registry) and DBD (corporate registry)
- Full CDD and ECDD workflow support in both jurisdictions — standard and enhanced due diligence on one platform
- Fraudulent sign-ups fully eliminated — zero tolerance on identity risk
- Improved onboarding completion rates — capturing revenue lost to prior delays
- Robust, auditable compliance trail satisfying regulatory scrutiny in both markets
Cloud POS for a Regional Retail Brand — Connecting Stores, SAP and CRM across Four Markets
The Challenge
Before engaging TMES, Puri's checkout experience and store technology stack limited both customer experience and operational agility across its regional footprint. Slow, manual checkout created long queues during peak hours. The POS was disconnected from SAP and the customer database, forcing manual reconciliation and delayed back-office updates. Store staff could not pull up a customer's profile or membership status in real time, blocking any personalisation. Legacy POS infrastructure required heavy hardware and lengthy on-site installation, making rollouts slow and expensive across four markets. Pricing and promotions were difficult to manage consistently across countries, and leadership had no live view of regional sales performance.
The Solution
TMES deployed its Hybrid POS platform in cloud mode for Puri — running on standard Android devices and integrated end-to-end with SAP (back office) and the TMES Retail CRM (customer and loyalty). The platform provides centralised management and real-time data sync across all stores in Thailand, Hong Kong, Macao and Singapore. Every transaction flows automatically into SAP and links to the unified CRM customer profile in real time. New customers register and activate membership instantly at the counter. A fast, intuitive interface reduces training time, and pricing and promotions are managed centrally and pushed consistently to every terminal across all four markets.
Key Outcomes
- Dramatically faster checkout — manual data entry eliminated and customer recognition step streamlined
- Instant customer registration and membership activation at the point of sale — benefits earned from the first transaction
- Unified customer view at the counter — cashiers see membership, points and purchase history in real time
- Seamless POS–SAP data flow — eliminating manual back-office reconciliation across all four markets
- Seamless POS–CRM integration — every transaction automatically tied to the customer record for loyalty and personalisation
- Rapid, low-cost deployment using standard Android devices — no legacy hardware or complex installation
- Centralised pricing and promotion control across Thailand, Hong Kong, Macao and Singapore
- Real-time regional sales visibility for leadership — data-driven decisions without waiting for consolidated reports
- Shorter staff training time thanks to the intuitive interface — valuable in high-turnover retail environments
- Scalable cloud platform ready to support new stores, new markets and additional integrations as Puri grows
Unifying Customer Experience Across Four Markets — TMES Retail CRM for Puri
The Challenge
As a regional retail brand operating across Thailand, Hong Kong, Macao and Singapore, Puri's customer engagement was constrained by disconnected systems and country-siloed data. Cashiers manually entered customer information at the counter, creating long queues and data entry errors. New customers waited more than a day for membership activation — losing the critical engagement moment after their first purchase. Points earned in one country could not be used in another, frustrating customers who travelled across Puri's regional footprint. Customer records were scattered across POS systems and country operations with no single unified profile, and marketing teams had no live view of customer behaviour to power targeted campaigns.
The Solution
TMES deployed the Retail CRM Platform as Puri's regional customer engagement backbone, tightly integrated with POS at every store across all four markets. A single unified customer profile consolidates data from all countries and channels into one 360° view. Native POS integration replaces manual data entry with fast, guided membership registration at the counter. New members activate immediately after sign-up. The centralised loyalty engine enables cross-border point earning and redemption across Thailand, Hong Kong, Macao and Singapore — one membership, one wallet, usable everywhere. Built-in segmentation and campaign tools allow marketing to design targeted promotions and lifecycle campaigns based on real customer behaviour.
Key Outcomes
- Frictionless checkout and onboarding — integrated POS-CRM registration replaces manual data entry, reducing queue time
- Same-moment membership activation — benefits usable instantly versus the previous 1+ day wait
- True regional loyalty experience — customers earn and redeem points seamlessly across all four markets
- Single, trusted customer profile — one unified record replacing fragmented per-country and per-channel data
- Real-time customer insight for marketing — live visibility into profiles, segments and behaviour
- Improved personalisation and campaign effectiveness — segmentation-driven campaigns replace mass promotions
- Operational efficiency for store and HQ teams — automated data capture reduces administrative load
- Scalable regional platform ready for expanding loyalty, personalisation and omnichannel engagement
Smart Ordering Platform: Quotation Time Cut from Hours to Minutes for Thailand's Leading Paint Manufacturer
The Challenge
Beger Co., Ltd. — one of Thailand's largest paint and colour manufacturers — distributes its extensive product portfolio nationwide through a wide reseller network. The entire ordering and quotation process was manual and data-intensive: product information was scattered across systems with no structured catalogue, and generating accurate quotations required assembling complex product details, pricing tiers and stackable promotions by hand. Salespersons had no defined visibility boundaries and could see all customers rather than only their assigned accounts, while customer rotation scheduling was handled informally with no systematic control. Every step from enquiry to confirmed order added hours of delay, introduced accuracy risk, and left both the internal sales team and resellers without reliable real-time information. The workflow had no integration with SAP Rise, forcing double-entry of data across systems.
The Solution
TMES developed and deployed a Smart Ordering Platform purpose-built for Beger's distribution model — a single consolidated system replacing all manual ordering and quotation processes. The platform delivers a structured product catalogue with accurate, up-to-date product details, specifications and pricing available in real time to both the sales team and resellers. A digital quotation builder enables fast, accurate quote generation with an automated promotion engine that correctly handles stackable promotion rules — eliminating manual calculation and error at source. Role-based access control ensures each salesperson sees only their assigned customer accounts, with built-in customer rotation scheduling managed systematically within the platform. A dedicated reseller-facing portal gives channel partners direct visibility into products, pricing and active promotions. The platform integrates natively with SAP Rise, creating a seamless data sync between ordering, inventory and back-office financials — eliminating double-entry across systems.
Key Outcomes
- Quotation time cut from hours to minutes — eliminating manual data assembly and multi-step review cycles
- Standardised product catalogue across all channels — one authoritative source of truth for the sales team and resellers
- Automated promotion engine correctly applies stackable promotions on every order — zero manual calculation errors
- Salesperson access control enforced — each rep sees only their assigned customer accounts
- Customer rotation scheduling managed in-platform — systematic and auditable, replacing informal processes
- Resellers gain real-time visibility into products, pricing and active promotions — improving order accuracy and channel satisfaction
- SAP Rise integration eliminates data double-entry — orders and inventory flow automatically into back-office systems
- Scalable foundation for further expansion of the reseller network and product catalogue
10-Year Mission-Critical IT Partnership with YUM Thailand
The Challenge
As a global QSR subsidiary, YUM Thailand faced a lean local IT team unable to cover the full operational breadth of a nationwide restaurant network, a fragmented multi-vendor environment with inconsistent SLAs, slow incident response impacting store sales, and the challenge of maintaining global compliance standards while moving at local speed — across infrastructure, applications, menu, kiosk, data and projects simultaneously.
The Solution
TMES deployed a long-term end-to-end Managed IT & Outsourcing engagement — starting with foundational infrastructure support and progressively expanding into six service domains: IT Infrastructure, Application Support, Menu Support, Kiosk Support, Data Support and Project Management. A structured L1–L3 support model, embedded Project Managers, monthly SLA reviews and an ISO-aligned governance framework provide YUM Thailand with full operational coverage, transparent reporting and flexible delivery capacity.
Key Outcomes
- Single accountable partner across 6 service domains — eliminating multi-vendor coordination overhead
- Sustained restaurant network stability through proactive monitoring and L1–L3 structured support
- Faster incident resolution via clear escalation paths and YUM-domain-trained engineers
- Accelerated delivery of menu changes, promotional campaigns, kiosk rollouts and store openings
- Global compliance maintained locally — every activity aligned to YUM international policies and ISO standards
- Flexible cost model — scale up during peak transformation, optimise during steady-state operations
- A decade of compounding value: the strongest proof of sustained delivery quality and cultural fit
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