Case study: National auto parts retailer improves information flow

Earning customer loyalty by making information available and accessible.

About the National Auto Parts Retailer

As a national auto parts retailer, this organization operates many distribution centers, service centers and retail stores.


Based on a 15-year relationship with us, the retailer was open to our ideas for digital document management and business process automation.

The first step was to get a grip on what was happening, so we observed and assessed workflow processes for two weeks. Then we implemented our recommendations:

  • An electronic process to gather information, such as orders and returns generated at the stores, and centralize it at service centers.

  • Integration of new digital workflow processes into existing front and back office systems, including enterprise content management.

  • A cloud-based dashboard that allows everyone to track orders and view the same, up-to-date information.


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