For major retailers, a successful storefront depends on a buttoned-up backroom. Replacing paper-based processes with tech-driven tools is a good start – which is exactly what this big-box retailer did when it launched a new mobile app for workers. But when it wasn’t realizing the productivity gains that it expected, it turned to West Monroe to pair operational and technology expertise to identify and capitalize on missed opportunities.
After a major discount retailer replaced its paper-based backroom processes with a mobile reporting application, its leaders realized they were only halfway to the expected productivity results. They had an app that centralized backroom data and solved the paper problem, but it wasn’t driving the backroom optimization the retailer needed. It was also causing issues on the sales floor, impacting both customer experience and top line sales.
West Monroe’s team uncovered that to maximize the app’s performance, they’d need to take a process-based approach to uncovering inefficiencies.We quickly got to work:
Our team came in at the intersection of process improvement and technology to introduce strategies aimed at reducing labor spend, including: