FPT partners with FamilyMart Vietnam to achieve impressive growth in just six months

FPT and FamilyMart Vietnam have successfully completed the first phase of deploying a comprehensive customer engagement system built on the FPT CX Suite platform, developed by Utop. In just six months, the solution has delivered results beyond expectations, driving sustainable growth and elevating customer experience for the Japanese retail brand in Vietnam.

At the UAT signing and system handover ceremony on July 16 at Utop’s Ho Chi Minh City office, FamilyMart’s leadership expressed their satisfaction and confidence in the system’s performance, backed by remarkable figures: membership growth of 40% month-on-month; customer shopping frequency increasing from 4-5 times to 7-8 times per month; over 20% growth in Customer Lifetime Value (CLV); and strong positive feedback from both operational teams and customers using the app.

UAT Signing and System Handover Ceremony

As part of the ceremony, representatives from Utop presented an overview of the project’s key highlights and achievements in collaboration with FamilyMart. The project successfully migrated all customer data to the new platform and launched a modern mobile application to replace the legacy system, significantly enhancing user experience. Delivered on time and with exceptional quality, the solution provides FamilyMart with a flexible technology platform to optimize customer care and develop a more personalized, effective, and sustainable loyalty program.

During the event, Utop showcased a project recap video created using artificial intelligence, creatively illustrating key milestones, the team’s dedication, and the results achieved. The FPT project team was highly praised for both its deep strategic loyalty consulting, closely aligned with FamilyMart’s business direction, and its robust, scalable, and adaptable technical solution.

Throughout implementation, Utop maintained a high level of support, fast response times, and a shared commitment to project goals. The project was completed ahead of schedule without compromising quality, while delivering additional features beyond the original scope – such as a redesigned interface, avatar updates, and phone number-based point accumulation – further improving user experience and operational efficiency for FamilyMart.

Speaking at the ceremony, Mr. Akira Kirimura, General Director of FamilyMart Vietnam, expressed his satisfaction with the results delivered by the Fami Point system: “FPT CX Suite is not only a technically efficient application, but it also delivers real value to our customers. I personally use the app every day and can feel its benefits firsthand. We expect it will continue to attract even more customers to FamilyMart. Following this project, we look forward to partnering with Utop on future digital transformation initiatives.”

Mr. Akira Kirimura, General Director of FamilyMart Vietnam, expressed his satisfaction with the results delivered in the first phase of the project

Mr. Nguyen Nang Huong, Chief Operating Officer of FamilyMart Vietnam, also shared his perspective on the system’s impact: “FamilyMart highly values the professionalism, meticulous execution, and strong support from Utop’s project team. The project is divided into two phases, and even though only Phase 1 has been completed, the initial results have been very promising. Our new membership base has grown by approximately 40% each month, while customer shopping frequency has surged from 4–5 times to 7–8 times per month, driving our Customer Lifetime Value (CLV) up by over 20% year-on-year. The new FPT CX Suite platform has already delivered tangible operational efficiency and has been well received by our staff, store managers, and marketing team. We believe that, with Utop’s continued partnership, this application will be further optimized for personalization, behavior analytics, and effective campaign management – eventually expanding into e-commerce, an inevitable trend in today’s retail market.”

Mr. Nguyen Nang Huong, Chief Operating Officer of FamilyMart Vietnam, summarized the standout figures achieved through FPT CX Suite. 

The ceremony concluded with the UAT signing and a recognition segment honoring individuals who made outstanding contributions during the Phase 1 implementation of the FPT CX Suite system. The initial results celebrated at the event have laid a solid foundation for Utop and FamilyMart to further expand advanced features, with a strong focus on personalizing the user experience. At the same time, this milestone sets the stage for deeper collaboration on future digital transformation projects, particularly in the promising field of e-commerce.

The project signing ceremony for the implementation of the FPT CX Suite system