Crafting and implementing a strategic 5-year plan to meet changing customer demands

CHALLENGE

A prominent B2B vending supplier needed to modernize its eCommerce capabilities to address rising operational costs and unlock new revenue streams. Key challenges included:

• High cost of sale and limited cross-sell and upsell capabilities in existing systems.

• Inefficient customer engagement due to outdated technology and a lack of self-service options.

• No infrastructure to engage digitally native audiences or support new capabilities like smart inventory management and employee engagement tools.

SOLUTION

Rambler Technology designed and executed a comprehensive five-year digital transformation roadmap to optimize the supplier’s business through digital technology:

1. Strategic Planning: Created a five-phase roadmap targeting key growth areas: eCommerce replatforming, self-service enhancements, digital marketing expansion, 3P marketplace introduction, and remote wellness offerings.

2. Platform Selection: Led the RFP process to evaluate and select the ideal eCommerce platform and system integrators, ensuring scalability and alignment with the supplier’s goals.

3. Solution Design: Defined a high-level business and technical architecture to streamline operations and reduce costs while enabling personalized customer experiences.

4. Program Management: Continued engagement as an advisory and program management partner during implementation to ensure strategic alignment and success.

OUTCOMES

1. Cost Reduction: Reduced cost per sale by shifting customers to digital self-service channels, decreasing reliance on high-touch sales models.

2. Revenue Growth: Enabled new cross-sell and upsell opportunities, expanding revenue at existing customer accounts.

3. Digital Enablement: Positioned the supplier to capture new digitally native customers and explore innovative offerings like smart inventory management and remote employee engagement solutions.

Services Provided: Business Case Creation, Executive Advisory, Roadmap Development, Functional and Technical Solution Architecture, Platform and System Integrator Selection

Applications: SAP Commerce, Salesforce CPQ, Adobe Commerce, Salesforce Marketing