Considering new sales initiatives and multi-channel requirements, we have further developed the retail processes of our customer with a focus on sales.
Initial situation and objectives
- Need for further development due to increasing complexity in retail, outdated sales processes, active demand from sales markets, and integration of new channels in processes
- Need for updated retail processes focusing on sales due to the implementation of new digital elements, sales initiatives, roles and tasks, multi-channel interfaces, and the customer’s need for a coherent and consistent sales experience
Approach
- GAP analysis of the currently described sales processes compared to the actual and target processes
- Description and content revision of the retail processes, as well as transfer of existing process descriptions into new process presentation methods
- Derivation and record of the requirements for the communication and publication media of the process contents
- Formulation of a cooperation model and the respective roll-out Approach
Results
- The entire retail sales process is defined along the customer journey, considering implemented sales initiatives and multi-channel requirements
- The global retail sales process has been expanded by the business segment fleet sales
- Development of retail management tasks according to the new process