Client Profile
- National Retailer
- 800+ Store Locations
- Rapidly Growing Ecommerce
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.
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.
Key Pain Points
Siloed Teams
Disconnected workflows between engineering, marketing, and inventory created slow approval cycles.
Inventory Blindspots
Lack of real-time visibility led to stockouts and customer frustration.
Legacy Systems
Reliable data was trapped in spreadsheets and legacy integration points.
Peak Season Risk
Executives lacked the data confidence to confirm readiness for high-traffic events.
AI-Native Value Stream Management
AI-Native Diagnostic
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.
Value Stream Organization
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 outcomes.
Coaching & Culture
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.
Unified Visibility
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.
Measurable Impact
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Faster Speed to Market
Digital commerce releases moved more than 33% faster, enabling rapid updates to pricing and promotions.
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Inventory Optimization
Improved testing and visibility significantly reduced stockouts and overstocks.
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Promotional Readiness
Peak season became predictable, with higher conversion rates and fewer disruptions.
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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.
“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... ICON has been an exceptional partner.”