In response to the shifting retail landscape, Ayala Malls recognized the need to evolve rapidly to remain at the forefront. The pandemic underscored the necessity of a strong eCommerce strategy, and Ayala Malls aimed not just to pivot to digital but to excel in the ever-changing retail world.

Enter ZingMall—a revolutionary platform that seamlessly blends digital and physical shopping experiences, extending the reach of Ayala Malls into the online space.

At the heart of this transformation was Etaily, equipping Ayala Malls with the tools and control needed to redefine their retail operations and lead in this new era of retail innovation.

As Filipinos embraced the “new normal” in the age of the pandemic, the need for instant, seamless online shopping grew rapidly. Ayala Malls, a leader in Philippine retail, sought to replicate its in-store experience in the digital realm—a challenge that required a bold and comprehensive approach to eCommerce.

At the core, ZingMall aspired to:

• Provide a truly seamless, omnichannel shopping experience
• Fulfill orders in under two hours to meet the growing demand for instant gratification
• Streamline the delivery process by consolidating orders to reduce wait times and delivery costs
• Support Ayala’s broader strategy to expand its retail dominance both online and offline

The goal was clear: help Ayala Malls pivot into the eCommerce space with a platform that not only served the needs of today’s digital shoppers but also set the stage for long-term growth. 

ZingMall's objectives included building a seamless website and mobile app for on-demand shopping, designed to cater specifically to Filipino consumers, to cement Ayala Malls’ position as a leader in both offline and online retail, and designing an omnichannel experience where customers could shop from multiple malls and merchants in a single platform. 

With all these, ambitious targets were also set, such as enabling two-hour order fulfillment and designing an intuitive platform that replicated the in-store experience online.

The real work began with developing ZingMall’s technology stack. Here’s where our expertise in data, operations, and technology came together:

• We created a user-friendly platform accessible via both web and mobile, offering a smooth browsing experience for customers and easy management for merchants.
• Integrated with multiple 3PL providers (like Lalamove, Grab, and Borzo) to ensure quick, reliable delivery—essential for meeting ZingMall’s goal of two-hour order fulfillment.
• Developed a content management system (CMS) that allowed Ayala to manage promotions, banners, merchant listings, and more, ensuring the platform remained dynamic and flexible.
• Introduced cross-merchant and cross-mall ordering so that customers could shop across multiple retailers and have their orders consolidated for one delivery, cutting down on shipping fees and wait times.

Building a cutting-edge digital platform is only half the battle. The real challenge lay in ensuring that ZingMall operated flawlessly in the real world. That’s where Etaily’s end-to-end eCommerce capabilities truly made a difference.

• We helped establish consolidation areas in participating malls where orders could be gathered from various merchants, reducing the need for multiple deliveries and improving efficiency.
• Launched extensive training programs for merchants, ensuring that they were equipped to manage their online stores, update inventory, fulfill orders, and create promotions—all from a single dashboard.

Implemented a customer support system within the app, providing real-time assistance and handling issues promptly to maintain customer satisfaction.

The development process included comprehensive testing to ensure ZingMall’s smooth performance. The platform was carefully evaluated in real-world scenarios to guarantee a seamless experience for both customers and merchants before its launch.

Five months after launch, the results speak for themselves. ZingMall has surpassed expectations, delivering impressive outcomes that reflect the power of combining technology with a customer-first approach.

• 40 minutes average delivery time
• 150,000 page views per month
• 7,581 products across 214 categories, with 72 active merchants and 173 branches participating
• Delivering across NCR, Pampanga, Cavite, Laguna, Rizal, and Cebu

These numbers demonstrate that ZingMall is not just another eCommerce platform—it’s a game-changer for both Ayala Malls and its customers.

This project is far from over. The success of ZingMall is just the beginning of Ayala Malls' digital transformation. With complete retail control through etaily’s solutions, Ayala is well-positioned to lead the way in omnichannel retail, offering a shopping experience that’s as seamless online as it is in-store.

Looking ahead, ZingMall will continue to evolve, integrating new features and expanding its reach to ensure that every Filipino consumer can enjoy a truly integrated, instant, and personalized shopping experience. And with etaily by their side, Ayala Malls is poised to thrive in the future of retail.