INCREASING MARKET SHARE WITH SCAN WHILE YOU SHOP SOLUTION
Department Store
Mobile App Shopping | Retail Innovation | Major Implementation
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
To achieve their goal of driving increased market share, a major supermarket chain wanted to innovate the shopping experience to delight current and attract new customers.
APPROACH
Delivered a new “scan while you shop” solution allowing customers to purchase without going through a checkout line. The solution utilized customer mobile iOS & Android apps, employee devices, registration kiosks, and handsets. Managed the entire program including technical architecture and infrastructure, apps and services development, store networks, hardware, support model, and end-to-end integration.