Completing a Business Process Improvement Assessment for a Retailer’s Virtual Business Line
Clarkston Consulting recently partnered with a retailer on a business process improvement assessment. Read a synopsis of the project below or download the full case study.
Download the Business Process Improvement Assessment Case Study Here
The client is one of the world’s largest home improvement retailers. Stores are interconnected with an eCommerce business that offers more than one million products for the DIY customer, professional contractors, and the industry’s largest installation business for the Do-It-For-Me customer. The client’s virtual business (eCommerce) operation provides product and project expertise by driving virtual sales for customers’ services. This project also included exploration of improving the launch of additional business lines in the virtual space.
Clarkston Consulting was engaged to conduct a process mapping exercise with the intent to identify improvement opportunities for the virtual services offering to pursue. The spectrum of opportunities spanned:
- Cataloguing the pain-points across the customer journeys of virtual services
- Driving incremental sales and growing the business
- Identifying ways to promote consistency and efficiency across virtual product lines
- Standardizing training approaches to enable a best-in-class selling organization
- Establishing an efficient model to launch new lines of business
The project team, in collaboration with the client, identified opportunities to improve processes and operations efficiency in three key areas, including:
- Creating a seamless customer experience within service navigation, service accuracy, and informative messaging & alerts
- Empowering a highly productive team, including identifying roles, responsibilities, and accountabilities; adhering to a “One Team” mantra; and ensuring teams are effectively onboarded, trained, and equipped with the proper skills and knowledge
- Improving the technology experience as it relates to functionality, integration, performance, reliability, and support, as well as roadmap alignment and transparency
Clarkston helped the client identify a number of high-impact business process improvement opportunities with project management office (PMO) tools to support the management of prioritization, development, and implementation. The client also received guidance on best practices to adopt to drive incremental sales and business growth, as well as a toolkit of training materials to support new business processes (product launches) and the rollout of technology solutions. Ultimately, this will help the client to increase efficiency when piloting and launching new lines of business for its virtual services offering.
