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Background
Our client, the watchmaking branch of a major retailer, operates in the jewellery market and has a network of around 150 sales outlets in France dedicated to its consumer brand. As part of the overhaul of its e-commerce platform, it wanted to improve its omnichannel customer experience and adapt its entire operational system to achieve its ambitions.
Challenge
As the company has a strong DNA as a physical retailer, the development of a seamless multi-channel customer experience required an adaptation of the culture and organisation to improve the fluidity between the business lines. In addition, governance and project management were key given the significant technological scope (e-commerce CMS, OMS and PIM), to maintain the involvement and cohesion of all contributors over the long term.
Approach
Keyrus Management accompanied its client from the project scoping phase to the production launch of all the connected commerce platform with: • business and technological consulting on e-commerce, particularly during the strategic scoping phase • methodological support and facilitation of process and governance optimisation workshops at the various stages of the e-commerce activity • assistance in choosing technological solutions for the three application blocks • support for the project management throughout the implementation phase, in support of the operational teams and the management committee
Key results
Benefits
Based on an ambition that was clarified and shared by the stakeholders during the scoping phase, our client now has an effective omnichannel system with: • a complete technological platform operational on all contact channels at all stages of the customer journey • an optimised organisation and smooth internal processes between the business lines
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