GxP and Mitsukoshi Isetan transform retail operations through agile internal tools powered by Retool
Table of contents
A leader embracing the future of retail, Mitsukoshi Isetan is one of Japanʼs largest and longest-standing department store groups, operating 43 stores nationwide and generating annual revenue exceeding ¥1.2 trillion (approx. $8 billion). With flagship locations such as Isetan Shinjuku and Mitsukoshi Nihombashi, the company is known for its in-person, hospitality-driven service.
In recent years, the group has embraced digital transformation to respond to the evolving needs of consumers. This included establishing IM Digital Lab (IMDL), a wholly owned subsidiary dedicated to driving digital innovation across the group. Guided by its mission to "redesign systems to make shopping more enjoyable," IMDL leads projects aimed at reimagining both customer experience and internal operations.
GxP partnered with Mitsukoshi Isetan to launch a contactless shopping experience in record time. IMDL proposed the concept for a remote shopping app, and a team comprising members from GxP, IMDL, and IMS (IT subsidiary) was assembled to deliver on this mission.
The challenge: Limited resources, high expectations, and urgent timelines
While developing a consumer-facing remote shopping app, GxP and Mitsukoshi Isetan also needed robust internal tools to manage reservations, payments, and service logs. However, there were significant constraints:
- Small, cross-functional team
- Strict security and infrastructure requirements
- Limited development time
- Need to align with DevOps practices
Building from scratch would take too long and require too many resources—they needed a different solution.
GxP's role: Introducing the right technology and ensuring successful deployment
After a careful evaluation, GxP recommended Retool, as they knew they needed:
- Exceptional development speed
- Secure integration with backend systems
- Flexibility to adapt to enterprise IT
- DevOps-compatible workflows
GxP also acted as the liaison with Retool HQ, securing technical support and managing the implementation.
The solution: Building agile, secure internal tools in record time
Operating in a fully remote environment, the joint team released internal administrative tools in three months, and launched the Mitsukoshi Isetan Remote Shopping App in four months.
GxP used Retool to build a suite of internal tools, including:
- Client support tools for tracking reservations, service history, and purchase data
- Sales & payment dashboards for store managers
- Digital catalog browsers, later expanded for cross-store use
These tools empowered staff to deliver high-quality service remotely while maintaining operational excellence.
Deliverables
📊 Unified sales & operations dashboard
Developed in Retool, this dashboard aggregates payment data, open requests, and sales metrics into one easy-to-read interface. With built-in charts and filters, staff can now monitor and manage operations in real time.
📚 Cross-store digital catalog viewer
Initially designed for single-store browsing, the digital catalog viewer was quickly adapted to enable cross-store catalog access based on field feedback and was built and deployed in just two weeks.
The results: 2x faster and 30,000+ users served
- Building from scratch would have taken over six months, but by leveraging Retool, GxP successfully launched in just three months
- Internal tool users grew from 100 to 30,000+
- Weekly feature releases are now standard
- Primarily by members with limited technical expertise
- Agile DevOps is now embedded in daily operations
Ongoing innovation
With continued support from GxP, Mitsukoshi Isetan treats its internal tools as evolving products. Store staff regularly provide feedback, and updates are often delivered within 1–2 weeks—deepening ownership and collaboration between headquarters and field teams.
Retool empowered GxP and Mitsukoshi Isetan to deliver a new model of internal agility and frontline service—fast, secure, and at scale.