Harnessing Digital Intelligence to Preserve Values and Brighten Retail with a Human Touch
| Client Overview
Pang Dong Lai is committed to building an benchmark operational system that encompasses culture, structure, standards, and processes. Its mission is to promote fair, honest, and healthy business practices that benefit companies, communities, and the wider world.
| Collaboration Background
Pang Dong Lai leveraged digital intelligence as a core engine to drive sustained business growth, enable seamless multi-format collaboration, and ensure efficient implementation of its cultural philosophy. Following the launch of its membership and online projects with DMALL in September 2022, the partnership was elevated to a comprehensive strategic upgrade in April 2024 with the deployment of DMALL OS. This established a digital infrastructure that optimized processes, enhanced management transparency, integrated finance and operations, and deeply embedded the company’s cultural values.
| Co-Creation Journey
1. Membership Platform
The program brought together millions of Pang Dong Lai members and fully integrated 10 key business formats, including supermarkets, department stores, and electronics stores. It also connected core customer service covering membership points, orders, and after-sales support, ensuring member benefits and service responses are reliably delivered while strengthening trust and respect with users.
2.Integrated Multi-Format Online Mall
Pang Dong Lai launched a unified digital platform connecting its various retail formats. Locally, the platform provides fast home delivery through its own online store, ensuring consistent quality and customer experience. Nationally, it enables online sales of DL’s proprietary brands, such as liquor and tea, allowing them to reach consumers without geographic limitations.
3. End-to-End Intelligent Supermarket Operations
Pang Dong Lai’s supermarkets have fully adopted DMALL OS, creating a complete digital operations ecosystem where staff, tasks, and products are seamlessly connected. This rollout not only upgraded operational tools but also embedded the company’s management principles and cultural values into everyday practice.
Stores: Operations including ordering, receiving, price adjustments, freshness management, and expiration reminders are fully mobile and digital, enhancing both accuracy and efficiency.
Logistics:: DMALL WMS enables paperless receiving and dispatch. Logistics codes track items throughout receiving, shelving, picking, verification, loading, and warehouse-to-store handover, while warehouse dashboards provide real-time visibility into operations.
Finance: Integrated settlement and payment, automated accounting vouchers, unified reports enables finance roles to shift from bookkeeping to management accounting and supporting business decisions.
Culture: Dmall OS embeds Pang Dong Lai’s values, employee care practices, service standards, and management principles into its design and workflows, making the system a platform that brings the company’s culture to life.
| Co-Creation Achievements
1. Thriving Membership Ecosystem Driving Brand Loyalty
The group-level membership platform now spans all business formats. By mid-2025, membership had soared past 20 million, driving more than 90% of total sales. Customer satisfaction and loyalty remain exceptionally high.
Prepaid cards are now fully digital, supporting online gifting and seamless omnichannel spending, expanding service reach and everyday use cases.
2. Driving Local Convenience and Nationwide Reach via DL Private Platform
Local instant delivery and steady O2O operations are gaining traction. In Xinxiang, for example, daily orders now average nearly 2,000 on both weekdays and weekends, making it a trusted convenience service for the region’s customers.
Nationwide premium shopping through B2C distribution is taking off. DL’s private-label baijiu and other products took off immediately, with single-day sales breaking 10,000 and propelling Pang Dong Lai’s quality reputation nationwide.
3. End-to-End Efficiency Revolution Unlocking Business and Employee Potential
Digital Operations: Every staff member, task, and product is connected online. Data is accurate in real time, inventory and sales are fully transparent, workflows are customizable, and tasks are clearly assigned.
Store Efficiency: Mobile ordering provides real-time visibility of warehouse and in-transit stock. Smart replenishment powered by predictive algorithms reduces errors. Automated freshness alerts ensure timely handling of expiring products. Receiving is completed directly on mobile by verifying delivery details, with no manual paperwork required. Price changes are automatically synced to scales, making store operations faster and more accurate.
Logistics Upgrades: WMS improves warehouse receiving and shelving efficiency by about 15%. Online supplier collaboration reduces communication costs and lifts efficiency by 10%. PDA picking with container codes enables paperless operations, driving overall efficiency up by 20%. Real-time dashboards support agile resource allocation across the warehouse.
Industry Practice: By combining Pang Dong Lai’s people-centered service culture with DMALL OS, the model brings together customer care and operational efficiency. It is easy to replicate and provides a clear roadmap for upgrading the retail industry.
*Data based on actual feedback from DMALL clients.
