Case study Omnichannel retailer

For a large omnichannel retailer within The Netherlands the Commerce & Logistics team provided several interim roles such as a Program Manager (multiple projects), Test Coordinator and a Product Owner (E-Commerce). Together with the client we worked, and gave advice, on Omnichannel topics including implementing the return strategy for webshop bought products, implementing a loyalty programme, testing multipe delivery proposition (frontend and backend) and E-Commerce improvements.

Business Challenges

In an competitive retail market it is key continue to innovate in order to stay ahead of the competition. Usually this entails analysing consumer needs and trends and respond to it with new innovation that usually require IT solution design and development. Our Omnichannel Retail client in The Netherlands was searching for interim professionals to give advice on several strategics topic but also help guiding the project to a successful go-live. In addition, the client needed management (Product Owner) for the continuous development of the their E-Commerce platform and coordination of user acceptance testing of a new strategic delivery proposition.

Keys to Success

By tuning in to our customer's needs and posing targeted questions, we quickly understood their strategic challenges. Our expertise in e-commerce and retail played a pivotal role in shaping the strategic approach to project implementation. Taking charge of project management, updates, and day-to-day supervision, we seamlessly integrated our internally available deliverables, ensuring a streamlined and efficient execution that aligns seamlessly with the nuances of the retail and e-commerce landscape. This synergy of understanding, strategic thinking, and practical application underscores our commitment to being more than just consultants but strategic partners deeply rooted in the dynamics of the retail and e-commerce sectors.
Key to success


The fruitful collaboration led to the successful implementation of numerous E-Commerce initiatives, significantly enhancing the customer's online retail capabilities. Notable accomplishments include the introduction of a streamlined process for online purchase returns, which enhanced customer satisfaction and streamlined operations. Additionally, a dedicated loyalty program was developed, fostering brand loyalty and repeat business.
Furthermore, our team assumed an interim Product Owner role, providing essential leadership and guidance throughout the project. This role was flexibly adapted to meet the client's needs, serving on both a part-time and full-time basis, depending on project requirements. This adaptable approach allowed us to effectively respond to evolving demands and support the client's objectives.

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