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Swirl

Retail & E-Commerce

Streamline processes and technology to optimize customer acquisition and retention

The Landscape

INDUSTRY overview

Commerce as we know it is changing. Change in this space isn’t new, but its pace and scale are increasing, and the ability for companies to evolve has become a determining factor of survival. As traditional brick and mortar retailers evaluate their long-term strategies and digital approaches, marketplaces and emerging pure-play e-commerce companies are saturating the industry. This has impacted consumer preferences and buying behavior, creating a culture of comparison and convenience shopping.

As a result, competition for revenue has intensified and personalized engagement, rapid fulfillment, and elevated user experience are now baseline customer expectations.

SEI consultants bring deep technology and operational expertise across traditional retail, B2B, B2C, omnichannel, and e-commerce clients. We provide end-to-end, onsite delivery leadership that empowers strategic change and helps organizations solve their most pressing challenges to meet customers’ shifting demands.

We partner with clients to help select and deploy customer-centric solutions such as e-commerce platforms, store systems, call center technologies, and loyalty programs. We also work with clients’ backend systems and processes to ensure a modern, well-architected tech stack across planning, marketing, supply chain, and support functions. Our technology and industry experience is paired with robust data & analytics capabilities, allowing us to generate insights on customers, assortment category direction, and beyond — thereby enabling the data-driven decision making needed for innovation and growth.

At SEI, our industry knowledge, coupled with a top-down and bottom-up approach, enables our consultants to provide a holistic and unbiased perspective. We work directly with executives to solve strategic priorities, drive digital and organizational growth, and plan for the future as customer buying behavior continues to evolve.

5.2

Number of retailers opening new stores for every retailer closing stores

13%

Forecasted CAGR of the CRM analytics market through 2024

$602B

U.S. merchants' total online sales in 2019
Blog Post

Design Thinking 101

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What We’ve Done

CASE STUDIES

CRM, Loyalty, and Clienteling Program Launch

A prestigious apparel retailer and manufacturer needed to align customer data across five channels — POS, clienteling, call center, online, and mobile — and to increase repeat customer purchasing. SEI implemented a new CRM database, launched an in-store clienteling system, and delivered a multi-tender loyalty program, drastically increasing revenue, Net Promoter Score, and repeat purchase rate.

E-commerce Replatforming and Change Management

A major retailer and e-commerce company needed to replatform their site from an antiquated, on-premise platform to a top rated cloud-based solution. SEI drove the implementation, from vendor selection through training and hypercare, leading project execution, change management, and technology implementation. The new platform now accounts for 40% of sales, and is growing 10% a year.

Operational Excellence and Organizational Design

A large-scale direct-to-consumer e-commerce company was scaling rapidly with aggressive profit and loss requirements. To meet these targets, the company needed to optimize its operations and effectively organize its workforce. SEI worked with stakeholders to develop an organizational design and standard operating procedures that empowered employees and fostered wide-scale adoption of new processes and rules of engagement.