The Home Improvement business operates within the Client's voluntary trade model. Every store is an independent legal entity with its own MD, its own localised ERP, and its own way of listing articles and setting price. That makes a group commerce launch far more complex than a corporate, top\-down rollout.
The business has not launched a programme of this kind end to end before. The mobile app, the website relaunch, loyalty, CRM and CDP, and store operations all have to come together at once.
The first wave targets approximately 30 stores, retailer adoption, store readiness and change management are central to success, not an afterthought.
South African shoppers are quick to judge service and have plenty of choice. The programme gets one chance to make the launch land.