The retail industry is complex, dynamic and competitive. Successful enterprises of the future take advantage of all available channels to sell their products, also known as Omnichannel Commerce. The implementation of future-proof retail processes requires sound business and IT knowledge, as well as a clearly structured approach. The recipe for success for the digital transformation in retail:

  • More than 80 workshops in 6 weeks with stakeholders from both business and IT
  • Development of the target architecture for more than 40 features across all customer journey phases
  • Analysis of over 100 applications within the current IT-landscape
  • Established plan for the transformation for four countries, also considering local requirements

In a balancing act between customer requirements and implementation at a global corporation.

Our customer is a global player in the automotive industry. Companies need to act fast in order to meet their customer's increasing online orientation and shopping experience expectations. A virtual product experience, personalized offers and an online sales closure are just a few of the raising challenges. The key to success are not only modern concepts, but also their integration with existing processes and IT-landscapes.


Digital Customer Experience - modern concepts need Enterprise Architecture Management.

We focused on the customer and their requirements. Not a revolutionary approach - but this paradigm shift drove the current change in the automotive retail industry. Customer journeys were the perfect tools to understand the expectations of customers across different markets. At the same time, they formed the basis for the definition of required features. However, the customer journey could only be realized if the features were integrated throughout a flexible process. Subsequently, the required front and back-end functionalities had to be defined in detail. Dependencies are crucial during the architecture development phase. To identify relevant functions, applications and projects, the features were mapped to the business capabilities. Weaknesses in the current Business and IT landscape were analyzed effectively using a Business Support Matrix and Data Flow Diagram. On one hand, this helped identify functionalities with and without redundant IT support. On the other hand, Data Flow Diagrams highlighted which interfaces had to be adapted, retired or implemented. Finally, a transformation roadmap set the starting point for an agile implementation.

Customer Value

Managing complexity, creating transparency, planning the implementation - EAM.

Anywhere, anytime. Seamlessly integrated. The implementation of a consistent customer journey is extremely complex and requires perfect integration of business and IT. Conflicting goals, planned or ongoing projects, as well as a multitude of applications and technologies made keeping things on track increasingly difficult. Transparency across all architectural levels was crucial. Business, Information, Application and Technology Architecture. Mastering the complexity became a lot easier. Using our EAM approach, we achieved a common understanding among all stakeholders. Moreover, we developed a comprehensive agreement regarding goals and measures required to achieve them. At the same time, the structured method provided a sound basis for prioritization and cost estimation of the implementation steps. The MVP approach ensures that new features are launched during an early phase. These are designed and adapted to the customer's feedback. This allows you to efficiently and effectively guide the implementation phase, thus providing you with a competitive advantage.


Tobias Hirsch

T. +49 89 122219642

Tobias Reuter

T. +49 89 122219642

Christian Kabelin

T. +49 89 122219642

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