A large grocery store chain in China was seeking a holistic omnichannel transformation to better adapt to changing consumer behaviors, including launching multiple digital businesses across more than 570 cities in China. We worked side-by-side with our clients to develop an omnichannel transformation strategy and roadmap, and build the online capabilities needed to support revenue growth and overall service improvement.
In a little over a year, we helped our client go from blueprint to roll-out, facilitating and accelerating capability building through the following:
- designed strategy, business model, and roadmap—from omnichannel customer engagement, to optimizing merchandising, warehouse use, and delivery
- developed end-to-end capabilities in select pilot cities, supporting continuous improvement throughout the whole organization
- built sustainable, replicable core capabilities via technology and trainings, and recruited and built a capable digital organization and culture
