Digital Operating Model

Strategy and execution support for the B2C and B2B e-commerce of an Italian grocery retailer: an assessment and short-term direction, followed by hands-on work on delivery, logistics, platform vendor, customer care and retention.

Services

Support

Advisory / Strategy
Solution design
Execution & Program management

Goal

Make an already profitable online channel a lever for sustainable growth: clarify its role next to the stores, address the operating model, technology and logistics that limit scale, and protect margins while volumes grow.

Approach

Multiple interviews, site visits and two years of KPIs mapped 75 issues into eleven priorities. We then redesigned delivery areas store by store, ran the TMS and engagement platform selections and advised on the platform vendor relationship.

Results

A short-term direction and action plan run by the client team, a delivery model covering the pilot area with fewer vans and a breakeven path, a signed letter of intent with the platform vendor and a retention pilot launching.

Who worked on it

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