Digitally transformed large commercial company offering to improve sales

Key challenges
  • > Deliver a seamless digital experience

  • > Launch new cloud native flexible platform to provide omni-channel health offering

  • > Falling market share due to lack of online offerings

  • > Create a brand positioning to shift customers perception from high street store to omni-channel pharmacy

  • > This was a share price affecting programme

Key outcomes
  • > Platform trebled order volumes within first month

  • > Created consistent customer data management and cross company analytics capability

  • > Provided integration to external services such as NHS

  • > Sustainable, future-proof solution

  • > Significant rise in net promotor score

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The challenge

> Our client, a household commercial brand, needed to launch a new flexible platform for one of their key business units. The client’s existing application in this space was significantly behind new market entrants, resulting in falling market share from their dominant  high street position.

> Having been criticised by the investment community for lacking true digital offerings, the successful delivery of this programme was seen as share price affecting, and a demonstration of intent for future digital initiatives.


> The client had selected a large Systems Integrator to build the platform but required support to manage the vendor and drive new agile working practices into their own organisation. They also needed specialist architectural knowledge to deploy the platform in Azure (Microsoft’s cloud platform offering). This was a key building block to provide the required agility, as this was their first significant usage of the cloud and the scaled agile methodology.

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How we helped

> DMW led a diverse team of multiple vendors, contractors, client staff, contractors and DMW staff to launch a flexible e-commerce architecture built upon digital technologies and employing agile ways of working  

> We provided the overall programme and architecture leadership, managing the programme with a firm focus on delivering the planned business benefits.  Our Governance model was used to ensure knowledge transfer empowering the clients’ teams to grow into fully supporting the new platform.

> DMW also designed and established critical support capabilities including strengthened commercial management, a new service management team and product ownership.

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The results

> Using our accelerated approach, the new platform was launched within 8 months of project initiation and provided the basis for future digital programmes within the organisation. It significantly improved the clients time to market for new services and products establishing a competitive online presence.

> In conjunction with a national marketing campaign, the platform trebled order volumes within the first month of go-live, with sustainable further growth in later months.

> Using the analytics capability to simplify customer journeys resulted in an enriched customer experience and positive net promotor score.