DIGITALIZING OPERATIONS IN PHYSICAL STORES

THE COMPANY

One of the largest and most prestigious retail conglomerates in Latin America. It operates in Argentina, Chile, Brazil, Peru, Colombia, and recently also in the U.S., where it has developed a successful multi-format strategy that provides jobs for over 150,000 employees.

THE CHALLENGE

The company faced the challenge of improving the operational management of its physical stores. Daily activities, from product management to price updates, inventory control, cash register management, and store closing, were carried out manually and with fragmented solutions. This situation created operational inefficiencies that hindered the implementation of omnichannel and digital strategies aimed at improving the customer experience.

Aware of this issue, the Customer Experience department sought an integrated solution that would not only allow store staff to manage and optimize operations effectively but also streamline delivery processes, thus enhancing the customer experience across all touchpoints.

THE SOLUTION

To effectively tackle this challenge, our client established an internal user experience team focused on the technical aspects of the project, conducting a thorough analysis of the most urgent needs and designing a detailed architecture and development strategy.

At the same time, Baufest assembled an agile and collaborative team, known as the Digital Product Agile Team. This team focused on deeply understanding the specific needs of each store, adapting and implementing a tailored digital solution. From conception to implementation, the team ensured a comprehensive product vision.

Throughout the process, sprint reviews were held to validate and prioritize evolving needs. This agile methodology enabled the development of a cloud-based application accessible on mobile devices by employees, ensuring perfect alignment with the company’s operational requirements and strategic vision.

BENEFITS

• Simplification and efficiency in store operations, enhancing the value of the store operator's role, allowing staff to focus on higher value-added tasks.
  
• Centralized operations: all store staff operations were consolidated into a single, comprehensive mobile application, facilitating coordination and decision-making.
  
• Reduced response times: daily queries in the internal operations of physical stores were handled more quickly and efficiently. Additionally, outdated prices were identified, and staff were empowered to update information in a timely manner, leading to greater operational efficiency.