Strategic Planning
Background & Challenge
A regional grocer engaged Coach House Consulting to develop an overall omnichannel eCommerce Strategy for their online business, as well as their customer delivery business.
Approach & Recommendations
Interviewed members of the leadership team, reviewing the existing website and delivery services, and going on store visits to understand the current eCommerce environment and identifying what was needed.
Established an eCommerce strategy and executed solution selection by identifying, analyzing, and comparing the functionality, services, and costs of seven potential eCommerce platforms that could fulfill the eCommerce requirements, as well as reviewing fulfillment and delivery services available in the store regions.
Identified the best solution fit for the organization by reducing the potential eCommerce platform options down to two, reviewing websites of and conducting phone calls with several grocers having the two selected platforms, and then follow-up calls with the platform vendors to discuss concerns from the grocer reviews.
Results
Upon review of a detailed list of recommended improvements, which included the addition of a mobile app, with the leadership team, defined overall eCommerce business requirements based upon highest priorities.
Upon selection of the eCommerce platform and delivery service with the leadership team, provided an implementation strategy, defined items to be mindful of, executed some vendor negotiations, and drafted a contract checklist.
Reduced upfront investment and ongoing operational costs by identifying eCommerce business processes that were needed to improve the current model as well as new eCommerce business directions to be considered for the future. Also built current and future eCommerce P&L models that were reviewed and approved by the financial team.
Defined an overall eCommerce organization by identifying and defining potential eCommerce tasks that would need to be executed, with roles and responsibilities and job descriptions.