Retail company
A retail player asked us to assist in a turnover process, that would have a major impact on the company strategy and operational development. One of the key drivers of the project was to turn the company into a customer-centric one, doubled by a much-decentralised power transfer within the company, which would have led the retail player into being a more intrapreneurial one, with a flatter and more agile hierarchical structure.
During more than 1 ½ years period, we have assisted the local management team (consisting of C-level management, plus all department managers) in: (1st) defining the major project goals and how company’s departments would contribute to project benefits, (2nd) road-mapping the goals into real projects, with strong KPIs that would lead to higher incomes for the retailer and higher reinvestment opportunities for the customers, (3rd) implementing the projects step by step, by carefully evaluating and measuring the impact within the company and its customers. All of this had been done with (4th) a better management stakeholder alignment and an improved dialogue within the team.
The role of Stratesys in this process was to facilitate and to encourage the dialogue within project key drivers and to offer a fresh customer perspective, through customizable dedicated qualitative research, with the help of retailer’s well-prepared team. From spotted training to large teams coaching, from management guidance to improving customer front-end interactions, we managed to implement tens of subsequent projects, with a high impact on company future and customer experience.
Nowadays the company is still an important player in the retail market and the employees have their jobs secured. Even though several business funnels ran off, others emerged and developed, especially the ones with more impact on customers’ perspective and benefits. After a long and hard-working period for all the parties involved, the retailer managed to differentiate itself from its competitors, in a highly volatile and competitive market.