{"componentChunkName":"component---src-templates-client-result-js","path":"/client-result/retail-mobile-technology-sales-process-optimization","result":{"data":{"prismic":{"allClient_results":{"edges":[{"node":{"seo_page_title":null,"seo_page_description":null,"seo_h1":null,"feature_image":{"dimensions":{"width":1920,"height":800},"alt":null,"copyright":null,"url":"https://images.prismic.io/crgwebsite/ae2dbeac-68db-41e5-91b8-58b6371a175c_loblaws.png?auto=compress,format&rect=385,0,3401,1417&w=1920&h=800"},"main_content":[{"type":"heading3","text":"Balancing Efficiency and Customer Experience","spans":[]},{"type":"paragraph","text":"THE CHALLENGE","spans":[{"start":0,"end":13,"type":"strong"}]},{"type":"paragraph","text":"The client is a Canadian multi-carrier mobile phone service reseller with 180+ store locations nationwide.  Over the past 8 years, the client had experienced significant growth by leveraging a business model that is strategically focused on personalized service and repeat customer relationships. Stemming from a lack of transparency into in-store operations and exasperated by rapid growth, the client had experienced a number of operational challenges that were impeding its ability to optimize their customers’ in-store experience, specifically related to:","spans":[]},{"type":"list-item","text":"Brand and operational consistency across all store locations","spans":[]},{"type":"list-item","text":"Alignment between the customer engagement strategy and customer requirements/expectations","spans":[]},{"type":"paragraph","text":"The client required a data-driven diagnostic on store operations to determine improvement opportunities from an employee and customer perspective.","spans":[]},{"type":"paragraph","text":"","spans":[]},{"type":"paragraph","text":"THE APPROACH","spans":[{"start":0,"end":12,"type":"strong"}]},{"type":"paragraph","text":"Leveraging a data-driven Lean Six Sigma DMAIC approach, CRG led the following:","spans":[{"start":25,"end":45,"type":"em"}]},{"type":"list-item","text":"Interviewed the client’s leadership team and facilitated workshops to define Critical to Quality (CTQs) measures for both store operations and customer experience","spans":[]},{"type":"list-item","text":"Executed a nationwide direct to customer survey to confirm requirements and expectations of the in-store experience (i.e., product offering, service quality, satisfaction)","spans":[]},{"type":"list-item","text":"Conducted a time and motion study across a large sample of stores across Canada in order to capture:","spans":[]},{"type":"paragraph","text":"      -  Process variation, timing and efficiency by employee, store and region","spans":[]},{"type":"paragraph","text":"      -  Real-time customer journey data to provide complete transparency into the customer experience","spans":[]},{"type":"list-item","text":"Modeled survey and observation data (operations and customer) to identify and quantify improvement opportunities","spans":[]},{"type":"list-item","text":"Documented recommendations in alignment with requirements and developed an implementation roadmap\n","spans":[]},{"type":"paragraph","text":"THE RESULTS","spans":[{"start":0,"end":11,"type":"strong"}]},{"type":"list-item","text":"Identified an immediate opportunity to generate $3M-$3.6M in a combination of incremental revenue increase and cost savings through implementing quick wins","spans":[]},{"type":"list-item","text":"Leveraged customer survey and customer journey data to establish key, unique customer profiles (including buying tendencies & engagement preferences) in order to refine customer engagement strategy","spans":[]},{"type":"list-item","text":"Developed a sequenced and prioritized roadmap of improvement opportunities across people, process and technology to drive the cost savings and customer experience improvements in an achievable plan","spans":[]}],"short_description":[{"type":"heading2","text":"Optimization of consumer retail sales process for mobile technology reseller","spans":[]}],"title":[{"type":"heading1","text":"Retail Mobile Technology Sales Process Optimization ","spans":[]}],"_meta":{"uid":"retail-mobile-technology-sales-process-optimization","lastPublicationDate":"2019-12-04T16:43:32+0000"}}}]}}},"pageContext":{"rootQuery":"\n  query ClientResultsQuery($uid: String) {\n    prismic {\n      allClient_results(uid: $uid, sortBy: meta_lastPublicationDate_ASC) {\n        edges {\n          node {\n            seo_page_title\n            seo_page_description\n            seo_h1\n            feature_image\n            main_content\n            short_description\n            title\n            _meta {\n              uid\n              lastPublicationDate\n            }\n          }\n        }\n      }\n    }\n  }\n","id":"Xd1VBhEAACIAX9Tu","lang":"en-us","uid":"retail-mobile-technology-sales-process-optimization","type":"client_result","alternateLanguages":[],"cursor":"YXJyYXljb25uZWN0aW9uOjI=","paginationPreviousMeta":{"id":"Xd2znBEAAANAYXSZ","lang":"en-us","uid":"commercial-lending-diagnostic-for-leading-caribbean","type":"client_result","alternateLanguages":[]},"paginationPreviousUid":"commercial-lending-diagnostic-for-leading-caribbean","paginationPreviousLang":"en-us","paginationNextMeta":{"id":"Xd6lSREAAANAZaST","lang":"en-us","uid":"it-service-cost-transparency-public-sector","type":"client_result","alternateLanguages":[]},"paginationNextUid":"it-service-cost-transparency-public-sector","paginationNextLang":"en-us","lastQueryChunkEndCursor":""}},"staticQueryHashes":["2447216075","2898711901","3159585216","3178498103","815104889"]}