Breaking Data Silos: Driving Retail Operations Excellence
Industry: Retail
Challenge: Enhancing Reporting and Retail Operations Management Management
Solution: Business Intelligence, Performance Dashboard Reporting and Data Governance
Technology: MY SQL, Power BI, Excel, Azure
Situation and Challenge
A retail client aspiring to expand its franchise network faced significant challenges due to high churn rates and fragmented operations management. The company’s ambitious growth targets were hindered by:
- Disconnected data silos across multiple teams and locations
- Lack of clear visibility across end-to-end processes
- Inability to drive improvements and efficiencies
Our task was to bridge these data gaps, create a robust data strategy, and develop comprehensive performance dashboards to unlock insights for improved retail operations management.
Insight and Action
Our approach encompassed:
- Consolidating essential data sources to gain a holistic view of the entire process.
- Developing an end-to-end journey map comprising six stages and extracting historical data for each.
- Quantifying duration and attrition at each stage through in-depth customer journey analysis.
- Creating stage-specific KPIs to optimise onboarding and lifecycle management.
- Implementing a data stewardship model to enhance data management accountability and integrity.
- Developing a data quality dashboard for proactive monitoring and issue resolution.
Our intervention delivered substantial benefits:
– Proposed a streamlined agent operations structure for uniform process improvement.
– Enhanced data ownership and quality through improved data management practices.
– Implemented five targeted improvement measures based on journey stage performance tracking.
– Created a comprehensive reporting dashboard providing leadership with live visibility of end-to-end journey and key performance metrics.
– Estimated a 15-30% increase in franchisee recruitment and onboarding through optimised customer journeys and process improvements.
Key Achievements:
– Led retail operations data strategy, creating a real-time performance scorecard and unifying fragmented processes.
– Transformed agent onboarding through customer journey mapping across six key stages.
– Developed a data mapping lineage and future-state roadmap aligned with business needs.
– Instituted a robust data governance operating model with defined ownership roles.
– Implemented Power BI dashboards, integrating data from disparate sources to establish a single source of truth for enhanced reporting accuracy.
– Delivered regular presentations to operations leadership on customer journey analytics and operational insights.
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