RESTRUCTURING OF CUSTOMER RELATIONSHIP DIGITIZATION PLATFORMS

In 2017, a food retail group comprising several brands launched a complete overhaul of its customer relationship digitization platforms, its e-commerce site and its cross-channel customer loyalty management information system.

The growing consumer demand for Click & Collect, Drives and the "digital store", all of which are omnichannel with the network of physical stores, represents a real development lever for the mass retail sector.

It is with these considerations in mind that the company has embarked on a multi-year program to overhaul and harmonize its information systems in order to strengthen its customer experience regardless of the used sales channel.

Abington’s support

In 2019, Abington supported the Direction of the Program upon the request of the shareholders in order to consolidate the portfolio of transformation projects at mid-term:

  • Inventory of the various projects in progress

  • Identification of project governance gaps in relation to good practices

  • Analysis of contractual weaknesses with the various service providers, publishers and integrator

  • Identification of Program Variances

  • Update of the project roadmap and budget commitments

  • Advocacy for a short and medium-term action plan

  • Presentation of the updated program to the General Manager and President of the cooperative

Guest UserRetail