CREATING A FRICTIONLESS ORDER MANAGEMENT SYSTEM
Healthcare Equipment Company
Supply Chain | Healthcare | Personas + Process Design
Challenge
A major department store’s BOPIS (Buy Online Pickup In Store) offering accounting for 38% of orders broke during the peak period leaving customers without their holiday gifts, damaging the brand.
Approach
Provided supply chain & retail subject matter experts to conduct a process analysis of the interconnected retail BOPIS process at a leading department store. Identified key themes and opportunities to improve the end-to-end process, spanning 10+ areas of the business and overall customer experience. Developed a 3-5 year roadmap prioritizing the opportunities and an initial 1 year implementation plan focused on speed to market.
Value Delivered
•Identified 50 short-, medium-, and long-term opportunities requiring both process and system changes to protect the exponentially growing BOPIS revenue stream of ~$1B.
•After executing the prioritized recommendations, the major department store realized a successful holiday peak season the following year including 45% growth in BOPIS sales.
CHALLENGE
A healthcare equipment company had recently acquired multiple companies and needed to centralize their order management process.
The goals were to:
•Create a consistently frictionless order management experience for customers
•Enable the modernization and scaling of operations, sales assets, and other resources
•Reduce revenue leakage
APPROACH
We spoke with customers and staff to understand current state: what was broken and what bright spots customers loved that we needed to protect. Based on that information as well as a deep review of financials, we identified persona-based journeys, a future state experience flow, performed a channel effectiveness analysis and prioritized focus areas, identified future state organizational design and SLAs to support the customer experience within the order management process, and built an implementation roadmap.