Business Transformation
AlixPartners
Full Credential Description
One of the largest providers of food and food-related products and services in North America faced significant challenges in improving shareholder returns due to outdated and fragmented digital portals, which were not meeting customer expectations. The emergence of new "born-digital" competitors further threatened their market position. To address these issues, the AlixPartners team conducted detailed customer research to identify pain points and opportunities for improvement.
Within three months, AlixPartners designed a completely new end-state customer experience, which was validated through usability testing with clickable prototypes. The solution included a comprehensive roadmap aimed at delivering a best-in-class experience, featuring enhancements such as relevant product recommendations, transparent claims processing, and a real-time order tracker. The implementation phase began shortly after, and within four months, the first release was launched, incorporating generative-AI-enabled enhanced product images and descriptions to address the issue of incomplete product information.
The results of these initiatives were significant. Within six months of the first release, the company experienced a more than 25% increase in weekly order value compared to the previous year. Additionally, the platform is projected to reach a value of $2.5 billion by the end of year three, driven by increased capabilities and expansion into additional customer segments. Notably, the largest customer segment saw a remarkable 95% growth in order count, underscoring the effectiveness of the tailored solutions implemented.