Category: Case Studies

Customer

Consumer Durables IT Efficiency & Digital Enablement is the focus for a well-known Consumer Goods and Consumer Durables company specializing in Home Appliances.

Business Objective

The company set three strategic priorities to support its next phase of growth:

• Improve operational efficiency across IT and business processes

• Expand value-added products and services to grow share-of-wallet

• Increase customer penetration through better digital experiences

The leadership identified IT modernization as a core lever to enable scale, faster time-to-market, and better support for field operations.

Scope of Services

The Consumer Durables company, operating across the U.S., wanted to improve IT efficiency across its portfolio while simultaneously addressing the needs of field staff for a better digital experience.

A significant merger with a neighboring regional Consumer Durables company, combined with market expansion into new products and services, created increased demand for IT services.

To support this growth, the Enterprise Architecture (EA) team began exploring a platform-based approach to deliver core technical capabilities that could solve current challenges and remain flexible for future needs.

Benefits

• Centralized and trusted data management enabled better insight generation

• Standardized governance and validation processes improved control and consistency

Impact

• 45% cost efficiency achieved through trusted data management, improved governance, and digital enablement across the organization

• 30% productivity gain driven by early digital engagement for field staff, reducing friction in daily workflows

• Digitized workflows improved user experience across digital tools

• Streamlined feedback mechanisms enabled stronger field engagement and continuous improvement

Customer

A clothing division needed to work with channel partners to grow digital commerce revenue.

Business Objective

• Overcoming E-Commerce Integration Challenges

• Transforming Multichannel Distribution for Unified Commerce Success.

• A sought to improve its channel partners’ digital commerce capabilities. but was unsure which investments would result in maximum revenue growth.

Scope of Services

E-commerce businesses and retailers expanding their multichannel distribution capabilities will need to integrate multiple applications and systems both within and outside the company to strive toward unified commerce capabilities.

In their efforts to build an integrated e-commerce ecosystem often face multiple challenges such as:

• Lack of end-to-end process visibility and orchestration

• Inefficient integration capabilities to meet the business needs

• Constrained ability to make effective decisions due to siloed data

• Lack of overarching governance and integrations control due to the consumerization of e-commerce applications

Due to the variety of applications needed to serve the needs of high-volume, high-velocity and high-variability e-commerce activities, many organizations struggle to effectively integrate their business processes.

Benefits

• We could assess the need to invest in an integration platform by evaluating the impact critical challenges hampering e-commerce growth they have on the business.

• Help them select the right-fit integration platform provider by assessing vendor capabilities across three dimensions: business, technology and ecosystem support.

• Accomplished e-commerce performance objectives by creating a robust integration plan with the platform provider.

Impact

• Roughly has seen a 30% growth in the share of total sales through digital commerce from 2019 to 2021.

• Most channel partners that we have strategically partnered with on digital commerce efforts are now growing faster and becoming more profitable for us, so our growing digital commerce business serves as a proxy for sustainable, profitable growth.

Customer

A leading e-commerce giant in the European market, operating 20+ consumer brands across six regions and over 150 countries. The business manages a large global portfolio and must coordinate marketing execution across markets with varying maturity, channels, and customer expectations. Their scale demands highly agile marketing operations, centralized intelligence, and personalization at speed.

Business Objective

The customer wanted to:

• Transform global marketing operations into an agile, scalable operating model

• Enable personalized, consumer-centric marketing at global scale

• Increase customer penetration across multiple brands and regions

• Replace decentralized, manual processes with unified systems and coordinated execution

• Improve visibility and decision-making across regions and business units

• Identify and size value opportunities to build adoption and leadership alignment

• Establish a multi-year digital and MarTech transformation roadmap

Scope of Services

BXI partnered with the customer to execute a global marketing transformation program, including:

Strategic Marketing Transformation

• Defined the vision & personalization ambition across 20+ brands

• Created top-down opportunity sizing to secure leadership commitment

• Established a multi-year value capture plan, linked to sprint-level execution

Operating Model Redesign

• Designed and launched four cross-functional agile pods

  • personalized campaigns

  • channel operations

  • data & insights

  • experimentation

• Tested personalization use cases in-market with real customers

Data & Measurement Enablement

• Built a customer marketing data testing environment

• Enabled pod teams to generate insights on-demand

• Implemented measurement framework to track impact of use cases

Transformation Roadmap

• Defined a 2.5-year MarTech transformation roadmap with 80+ initiatives

• Prioritized platform development, data integration, and marketing process scale-out

Benefits

• A unified vision for personalized customer marketing at enterprise scale

• Clear opportunity sizing to align leadership and accelerate adoption

• Agile pods established to test and scale personalization in real markets

• Multi-year value capture plan aligned to sprint execution

• On-demand customer data and insights enabling rapid experimentation

• A structured testing environment to measure impact of use cases

• Strong cross-functional alignment across brands, regions, and leadership

Impact

• ~$250 million projected cost savings from process and platform efficiencies

• ~15% projected revenue growth via consumer-centric marketing approach

• 80+ initiatives included in a 2.5-year MarTech roadmap

• 100% leadership buy-in for a unified digital transformation vision