Global Personal Care Retailer — Omnichannel, Forecasting & Inventory Strategy
A global personal care retailer engaged CRA to strengthen its omnichannel strategy, modernize inventory management, and improve forecasting so customer demand, product availability, and promotional planning could work more effectively across stores and digital channels.
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The Challenge
A global personal care retailer with a strong store and eCommerce presence needed a more robust omnichannel strategy for customer engagement and inventory management.
The engagement focused on assessing the current technology environment and modernization needs, improving inventory visibility and operating practices, and creating a stronger foundation for forecasting, product availability, and promotional planning across channels.
Our Approach
- Assessed current systems, capabilities, and modernization needs across the omnichannel environment.
- Developed a comprehensive omnichannel strategy spanning customer engagement and inventory management.
- Defined AI-informed forecasting and inventory approaches to improve planning and decision-making.
- Strengthened the IT portfolio and organizational maturity needed to support the future-state model.
- Revamped business processes and aligned KPIs to the new operating approach.
- Applied leading practices to optimize inventory operating models across stores and digital channels.
The Results
Strengthened customer satisfaction, product availability, inventory accuracy, and promotional effectiveness through a more mature omnichannel operating model and AI-informed forecasting.
- Improved customer satisfaction through stronger product availability and more personalized offerings.
- Increased operational efficiency and product throughput through improved inventory accuracy.
- Strengthened promotional effectiveness through AI-informed forecasts.
- Improved inventory investment decisions and operating discipline.
- Advanced organizational maturity and alignment across the supporting technology and business processes.
What CRA Delivered
A practical, hands-on engagement built around the decisions and execution support the client needed.
- Omnichannel strategy and future-state roadmap
- Current-state systems and modernization assessment
- Forecasting and inventory strategy
- Inventory operating-model improvements
- Business process redesign
- KPI alignment
- AI-informed planning and forecasting approach
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