Leaders in Multi-Channel Retail

 

Case Study

C&M helps auto parts chain share best practices between wholesale and retail divisions.

Client
A major supplier of retail auto parts in over 35 states and Puerto Rico, primarily directed at the do-it-yourself market, has grown by acquisition at a significant pace over the past several years.

Objective
Supplement the retail process model to better support the wholesale goals of the client without changing the underlying technology delivery system.

Situation
The client's wholesale auto service sector is delivered from the same retail facility as its primary do-it-yourself market. The wholesale side was tasked with increasing sales and its percent of the business and profit. Conflicting processes for the two sectors needed to be harmonized.

Solution
C&M consultants joined the client's operations staff to

• Select representative sample locations for both retail and wholesale activities across several geographic areas.
• Interview corporate and division management, store management and business unit representatives.
• Review technology support processes.
• Interview a sampling of wholesale customers including chain service stores, dealers and large independent shops.

The team identified

• Internal best practices for wholesale customer service delivery.
• Wholesale customer needs unmet by current processes.
• Potential process roadblocks in the current point-of-sale delivery system.

Results
The study confirmed that over-emphasis on the walk-in retail process was inhibiting sales growth

• Recommended a wholesale "sign-on" with item-specific entry point and modified supporting systems for more efficient use by the wholesale specialists, particularly by telephone.
• Recommended a specific supplemental training program for wholesale specialists, emphasizing cross-sell and up-sell opportunities.
• Identified "best practice" opportunities to meet the wholesale customer's needs, including shared personnel between wholesale and retail for better overall team effectiveness.

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