Digital transformation in the retail sector
The retail environment: complex, dynamic, competitive. Tomorrow’s companies sell products through all available channels. Omni-channel commerce. In order to make their retail processes fit for the future in the digital world, they need close integration of specialist and IT knowledge and a clearly structured approach. This is how the digitization of your sales becomes a success.
In the balancing act between customer requirements and implementation in a global corporation.
Our client is a globally active company in the automotive industry. Increasing demands on the shopping experience and a high level of online affinity among customers are forcing them to act. Virtual product experiences, personalized offers, and closing sales online are just a fraction of the challenges. This requires not only modern concepts, but also their integration into existing processes and IT landscapes.
Digital Customer Experience - modern concepts require Enterprise Architecture Management.
The customer and his requirements are the focus. Not revolutionary – and yet this paradigm shift is driving the current transformation in automotive sales. Personas and Customer Journeys: perfect tools to understand the expectations of customers in different markets. At the same time, they form the basis for deriving the required features. However, the customer journey is only realized once individual features are combined into a flexible overall process. Subsequently, the required frontend and backend functionalities are defined. In the succeeding development of the target architecture dependencies are crucial. For this purpose, features are mapped on a Capability Map and thus, relevant functions, applications and projects are identified. Weaknesses in the current business and IT landscape are effectively analyzed using a business support matrix and data flow diagram. On the one hand, functionalities can be detected with and without redundant IT support. On the other hand, data flow diagrams show which interfaces have to be adapted, abolished or newly created. A transformation roadmap finally sets the starting point for the agile implementation incl. a MVP approach (Minimum Viable Product).
- Over 80 workshops in 6 weeks with participants from business and IT areas
- Development of target architecture for more than 40 features across all customer journey phases
- Analysis of over 100 applications of the current IT landscape
- Transformation planning for 4 countries taking into account local requirements
Managing complexity, creating transparency, planning implementation - EAM.
Always and everywhere available. Seamlessly integrated. The implementation of end-to-end customer Journeys is complex and requires perfect interaction between specialist and IT areas. Different goals, planned and ongoing projects, and a variety of applications and technologies. Keeping an overview is becoming increasingly difficult. That’s why creating transparency across all architectural levels is so critical. Business, information, application and technology architecture. The complexity becomes understandable and manageable. With our EAM approach we not only create a common understanding of the problem among the stakeholders. Rather, we created a common basis for the target structure and the steps required to achieve it. At the same time, the structured procedure provides a sound basis for prioritization and cost estimation of the implementation measures. The MVP approach ensured that new functions are brought to market at an early stage. Consistently geared to customer feedback. This provides you with effective and efficient control in the implementation phase and the necessary edge over the Competition.
