Challenge
A multinational luxury brand was looking to deliver a seamless omnichannel experience to its customers. The internal IT team approached PALO IT to outline a strategy that provides the Retail Governance Committee with a global view of retail processes in boutiques and retail IT systems.
The project’s overarching goal was to support the target omnichannel architecture and future POS requirements by precisely mapping and understanding the existing POS system.
Approach
We worked jointly with the company’s IT department to:
- Bring an Agile approach to the mapping of the customer journey and retail business processes.
- Move to a gap analysis of each process, a comparison with existing solutions on the market.
- Analyze interfaces and data flows between the POS and the rest of the company’s IT systems.
Results
- The customer journey map allowed the team to identify 38 key interactions between the customer and the company—85 business processes that support these interactions were detailed and mapped with the cloud-based tool Mega.
- Gap analysis identified the overall percentage of system coverage, as well as efficiency and areas for improvement for all processes.
- Interface mapping provided a global view of all POS systems.
- An Agile approach enabled continuous feedback from the retail team, adaption during the research phase, and fluid communication throughout study.
