A regional retailer defined an omnichannel model and plans to capture commercial opportunities worth USD 10 million

A well-known retail company with a regional presence faced the challenge of revitalizing one of its business units, which was highly dependent on physical channels and had not seen significant revenue growth in the last five years. While other divisions were rapidly advancing in digital adoption, this unit had fallen behind, with no significant developments in e-commerce, proprietary apps, or omnichannel loyalty tools.

The company sought to assess the transformation potential of this unit and capture business opportunities leveraged by a hybrid model. At SummaPartners, we led a strategic project with three key objectives:

1. Identify and quantify commercial optimization and digitization initiatives with a potential annual EBITDA of USD 10 million.

2. Design and test MVPs to validate hypotheses and adjust solutions based on actual results.

3. Implement a two-year capture plan, with defined responsibilities and a clear governance model to ensure execution and follow-up.

We began with an in-depth diagnosis of the competitive environment and end customer needs, gathered through interviews, field visits, and internal data analysis. We identified critical issues such as low online stock visibility, a lack of flexible delivery methods, and a fragmented experience across channels.

We designed an omnichannel value proposition that addressed these pain points and aligned with current operational capabilities. Using regional benchmarks and financial modeling tools, we estimated the potential impact of each initiative and prioritized those with the highest return. This included proposals such as click & collect, catalog integration, digital loyalty programs, and improvements to the mobile app.

We launched three MVPs to validate key hypotheses at different points in the customer journey. The lessons learned allowed us to refine solutions and build a solid roadmap.

Finally, we articulated an implementation plan focused on capturing the projected value over 24 months, we integrated more than ten initiatives with specific KPIs, assigned managers, and a monitoring committee to drive agile and effective decisions.

Thanks to this process, the retailer defined a clear and actionable omnichannel model for this unit, projecting an additional USD 10 million in EBITDA in two years and consolidating a transformation that maximizes the complementarity between physical and digital channels.

Is your business ready to rethink its omnichannel strategy with a focus on results? Let's talk.