e-Commerce Project Consulting
At a glance
A project proposal was developed for a client of Happenco to modernise its eCommerce supply chain, covering sourcing, inventory management, and online sales operations. The work focused on identifying inefficiencies, defining a future-state solution, and building a business case to support platform transformation.
Symphonic presented a project proposal for a client of Happenco to modernise their e-commerce supply chain solution of sourcing and selling clothing and accessories both in store and online through their website.
Client Overview
The client, a fashion retailer operating across both physical stores and online channels, faced increasing complexity in managing its eCommerce supply chain. Challenges across product administration, inventory synchronisation, customer engagement, and returns processing were beginning to impact both operational efficiency and customer experience. To address this, a comprehensive modernisation approach was proposed to streamline processes and support scalable growth.
Challenges
The client’s eCommerce supply chain had evolved over time without a unified structure, resulting in a series of operational inefficiencies that affected both internal processes and customer experience. As demand increased across both physical and online channels, these challenges became more pronounced, highlighting the need for a comprehensive assessment and a clear path toward modernisation.
The current issues included:
- Manual Product Administration: The client's product administration process is highly manual, leading to inefficiencies, errors, and delays in updating and managing their product catalogue.
- Inventory Synchronisation: The physical and online inventories are not synchronised, causing discrepancies, overstocking, and understocking issues, leading to missed sales opportunities and customer dissatisfaction.
- Outdated Loyalty Management: The loyalty management system is outdated, making it challenging to engage customers effectively, offer personalised incentives, and encourage repeat purchases.
- Returns and Refunds Loopholes: The current system has loopholes in managing returns and refunds, resulting in customer frustration and potential financial losses.
Solutions
The engagement focused on assessing the current eCommerce supply chain, identifying key inefficiencies, and defining a future-state solution supported by a structured business case. This approach enabled the client to understand both the operational improvements required and the strategic value of modernising its platform.
Outcomes
Following the discovery and assessment phase, Symphonic presented a detailed proposal outlining the recommended modernisation approach. The proposal provided clarity on operational improvements, strategic alignment, and the expected benefits of implementing a redesigned eCommerce supply chain.
Key outcomes identified through this process included: