Digital transformation of a 400-store retail network

Context

A specialty retailer with 400 stores across France was losing ground to e-commerce competitors. Customer satisfaction scores were declining and the checkout experience was a known friction point.

The Challenge

In-store technology was 8 years old. Associates lacked tools to access inventory or customer data on the floor. The checkout process averaged 7 minutes during peak hours, leading to cart abandonment.

Our Approach

1. 1.Ran a 6-week diagnostic across 20 pilot stores
2. 2.Co-designed the target customer experience with store managers and associates
3. 3.Selected and implemented a new POS and inventory management system
4. 4.Deployed mobile devices for floor associates with real-time inventory access
5. 5.Managed a 12-week rollout with change management across all 400 stores

Results