Unified Commerce/Customer Experience
Although it was already the largest plumbing wholesaler in North America, this client still struggled with ongoing problems with data integrity, lack of standards, and overly complex transactional procedures. Their customer experience suffered at almost every step of the customer journey.
BRP helped them develop a clear vision for improving unified commerce, mobility, customer analytics, POS, payments, and back-office technology. Unified order management and establishing a single customer view across all channels would provide real-time information essential to reaching world-class customer satisfaction levels.
With BRP’s help, this wholesaler now had its strategic roadmap in hand. BRP would go on to provide its expertise in the vendor selection process. Finally, the client could plan for a future in which customer service and satisfaction would become a clear brand advantage.
ABOUT BRP CONSULTING
We are a comprehensive consulting firm helping many of the most successful retailers and restaurant operators solve their business and technology problems. We focus on three key areas: IT strategy, vendor selection and project implementation.