Menu
Department Store Retailer Use Case banner

Use case

POSITIONING A DEPARTMENT STORE CHAIN FOR OMNICHANNEL SUCCESS
CUSTOMER PROFILE:
  • Industry: Retail – Department Store
  • Product portfolio: 48 stores with apparel and home furnishings
  • Headquarters: USA
  • Brand presence: USA
  • Employees: 5,800+
CHALLENGES
  • Home-grown ecommerce platform didn’t support omnichannel workflows and a modern customer experience and had deficiencies in site search/navigation technology
  • Merchandising team didn’t understand the impact of digital on the omnichannel shopping experience
OBJECTIVES
  • Needed to accelerate the development of an omnichannel strategy
  • IT team needed help prioritizing wants and needs into a roadmap
SOLUTION
  • Performed a diagnostic to provide an omnichannel strategy
  • Assessed the current approach and strategy for marketing, customer experience, technology, organization and P&L/budgeting
  • Articulated guidelines for an upgraded site search/navigation provider
  • Identified each area as At-Risk or Significant Growth Opportunity, Medium Risk or Smaller Opportunity, or On-Target
  • Developed requirements for and selection of a new ecommerce platform
  • Identified significant issues around product onboarding that would limit the omnichannel business and a new ecommerce platform
  • Hosted a workshop for the merchandising team on best practices and the impact of digital on customer experience and revenue
RESULTS

The retailer now has prioritized areas of focus and specific next steps to accelerate an improved omnichannel customer experience. With analysis and documentation, the company was able to make an informed decision to select a new ecommerce platform. With best practices and a deeper understanding of a digital channel, the senior leadership and merchandising team can improve processes.

THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Would like a diagnostic on your retail business
  • Better understand the impact of digital on your business
  • Want to update or replace your ecommerce platform
  • Need guidance to build omnichannel strategy and ecommerce roadmap
© Copyright 2024. All Rights Reserved.