Transforming Retail Operations Through Digital Optimization Strategies

We recognized that technology alone couldn't solve the retailer's challenges. By shadowing backroom associates and conducting real-time interviews, we uncovered the disconnect between the app's capabilities and actual operational needs. Our analysis revealed that while the app centralized data, it wasn't addressing fundamental process inefficiencies or redundancies. We mapped current workflows against industry best practices to identify where the app could expedite cumbersome processes and eliminate redundant ones. This allowed us to create a roadmap for both technical and operational improvements. Ultimately, we maximized the app's potential to achieve a 40% labor spend reduction.

We partnered with the retailer's technology and operations teams to implement our recommendations. We first assessed ground-level operations through job shadowing and interviews. Next, we benchmarked process data against industry standards to identify inefficiencies. We then developed targeted solutions at the intersection of process improvement and technology. Together, we implemented cross-training programs to upskill team members, eliminated redundant tasks that were slowing operations, and created models for consolidated backroom labor demand to optimize staffing.

Beyond the financial impact, our work transformed how the retailer approached backroom operations. The 40% reduction in labor spend came alongside a consolidation of backroom headcount from 4.2 to 2.5 full-time employees per store—freeing up resources for customer-facing activities. The 2.1+ million hours saved annually through process improvements and app optimization created a more efficient operation that positively impacted both employee satisfaction and customer experience. Most importantly, the sales floor issues that had been hampering customer experience and retailer saved more than $25 million annually by eliminating redundancies and realigning labor needs across stores.