33%
Faster Digital Commerce Releases
800+
Stores Optimized
Reduced Stockouts & Overstockss
Technology: Broadcom Rally & Clarity
Client Profile
A national retailer with more than eight hundred stores and a rapidly growing ecommerce business was struggling to modernize its digital platforms and improve its supply chain responsiveness. The company managed complex operations across stores, warehouses, merchandising, marketing, ecommerce, and third party logistics providers.
Leadership had launched several digital and operational transformation initiatives, yet progress was inconsistent and customer expectations continued to rise. They selected ICON Agility Services because of its strong reputation guiding large enterprises through complex delivery environments and its proven ability to create measurable results in industries where speed, customer experience, and operational precision are essential.
The Challenge:
Complexity & Fragmentation
The retailer was facing challenges that directly affected both revenue and customer satisfaction. Digital commerce updates moved slowly due to fragmented coordination between ecommerce, marketing, inventory management, and engineering teams. Store operations and regional managers often lacked timely visibility into inventory availability, which created stockouts, overstocks, and customer frustration.
Promotional events required rapid updates to pricing engines, product information systems, and digital content. Yet the approval cycles were long and involved multiple disconnected teams. The company’s supply chain systems relied on legacy integration points, making changes unpredictable and risky.
Portfolio reporting was scattered across spreadsheets, email threads, and vendor update documents. Executives struggled to understand which initiatives were truly ready for peak season readiness, inventory accuracy targets, and customer experience improvements.
The organization needed a partner who could bring clarity, consistency, and measurable improvement across ecommerce, supply chain, merchandising, engineering, and store operations.
Disconnected workflows between engineering, marketing, and inventory created slow approval cycles.
Lack of real-time visibility led to stockouts and customer frustration.
Reliable data was trapped in spreadsheets and legacy integration points.
Executives lacked the data confidence to confirm readiness for high-traffic events.
The ICON Agility Approach
AI-Native Diagnostic
We used evidence-based data to identify bottlenecks in product availability and promo readiness, building trust across leadership.
Value Stream Organization
We reorganized work into streams focused on shared outcomes—Digital Commerce, Inventory Accuracy, and Store Experience.
Coaching & Culture
Engineering and Supply Chain coaches worked side-by-side with teams to streamline review cycles and automate testing.
Unified Visibility
Implementation of Broadcom Rally and Clarity provided a real-time, end-to-end view of all initiatives.
The Solution:
AI-Native Value Stream Management
ICON Agility Services began with an AI-Native Value Stream Diagnostic tailored to retail commerce and supply chain flows. The diagnostic revealed evidence based insights into bottlenecks affecting product availability, promotional readiness, digital feature releases, and store operations. Sharing objective data established authority and increased trust across merchandising, logistics, and digital leadership.
With the constraints clearly visible, ICON worked with the retailer to organize work into value streams focused on digital commerce, inventory accuracy, supply chain responsiveness, and store experience. This structure created consistency and allowed cross functional teams to focus on shared customer outcome.
Engineering, merchandising, and supply chain coaches worked side by side with teams to improve acceptance criteria clarity, streamline review cycles, enhance automated testing for pricing and inventory logic, and establish predictable release cadences. These improvements created reciprocity as teams quickly saw that the changes reduced rework and made collaboration easier.
ICON implemented Broadcom Rally and Clarity to create a real time, end to end view of all digital and operational initiatives. This visibility created social proof as multiple departments began adopting the new system to coordinate promotional readiness, inventory accuracy programs, and store technology updates.
Executive coaching helped strengthen prioritization, improve peak season planning, and reinforce decision making that aligned with both customer experience and operational constraints.
The Outcomes:
Measurable Impact
- Faster Speed to Market:
Digital commerce releases moved more than 33% faster, enabling rapid updates to pricing and promotions. - Inventory Optimization:
Improved testing and visibility significantly reduced stockouts and overstocks. - Promotional Readiness:
Peak season became predictable, with higher conversion rates and fewer disruptions. - Cultural Alignment:
The organization shifted from defensive silos to shared ownership of customer outcomes.
Within six months, the retailer saw measurable improvements that directly impacted revenue and customer experience. Digital commerce releases moved more than one third faster, enabling quicker updates to product pages, pricing, promotions, and checkout features.
Inventory accuracy improved through clearer workflows and more predictable integration testing across supply chain systems. Stockouts decreased in key product categories, while overstocks also declined due to improved visibility between merchandising and distribution centers.
Promotional readiness improved dramatically. Updates that once required extended coordination could now be delivered predictably and with fewer last minute issues. This led to a smoother peak season with improved conversion rates and fewer operational disruptions.
Portfolio reporting became accurate, real time, and unified across merchandising, digital, supply chain, and stores. Executives gained confidence in the data they used for forecasting, promotional planning, and board level reviews.
Culturally, the organization shifted toward alignment, transparency, and shared ownership of customer experience outcomes. Cross functional teams gained trust in each other and in the processes that supported their work. Leadership recognized that improved delivery practices were directly tied to better customer satisfaction and revenue performance.
Client Testimonial
“ICON Agility helped us unlock the clarity and predictability we needed to compete in a fast moving retail environment. Their understanding of digital commerce, supply chain operations, and cross team coordination helped us make real progress quickly. They earned trust by showing us real evidence, simplifying our workflows, and aligning our teams around customer and operational outcomes. Our delivery is faster, our inventory accuracy is higher, and our teams feel more confident heading into key seasons. ICON has been an exceptional partner.”
Ready to Accelerate Your Value Stream?
Don't let operational silos slow down your digital commerce. Contact ICON Agility Services today for an AI-Native Diagnostic of your delivery environment.
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