Digital transformation in the retail environment
The retail environment: complex, dynamic, competitive. Tomorrow’s companies will sell products via all available channels. Omni-channel commerce. In order to prepare your retail processes for the digital world of the future, you need a close integration of specialist and IT knowledge as well as a clearly structured approach. This will make the digitalization of your sales 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 take action. Virtual product experience, personalized offers and online sales are only 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 focus is on the customer and their requirements. Not revolutionary – and yet this paradigm shift is the driver of the current change in automotive sales. Personas and customer journeys: perfect tools for understanding 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 when the features are brought into a flexible overall process. The front-end and back-end functionalities required for this are then defined. The dependencies are crucial in the subsequent development of the target architecture. To this end, features are located on a capability map and relevant functions, applications and projects are identified. Weak points in the current business and IT landscape are effectively analyzed using a business support matrix and data flow diagram. On the one hand, functionalities without or with redundant IT support can be identified. On the other hand, data flow diagrams show which interfaces need to be adapted, eliminated or newly created. Finally, a transformation roadmap sets the starting point for the agile implementation, including the implementation of the 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 departments. Different goals, planned and ongoing projects and a variety of applications and technologies. It is becoming increasingly difficult to maintain an overview. This is why creating transparency across all architectural levels was so crucial. Business, information, application and technology architecture. Complexity becomes understandable and manageable. With our EAM approach, we not only created a common understanding of the problem among the stakeholders. Rather, we created a common basis for the target image and the steps required to achieve it. At the same time, the structured approach provided a sound basis for prioritizing and estimating the costs of the implementation measures. The MVP approach ensured that new functions were brought to market at an early stage. Consistently aligned with customer feedback. This gives you effective and efficient control in the implementation phase and the necessary edge over the competition.
