Workforce Transformation · Retail & Lifestyle · 14 weeks
Redesigning store roles around a unified POS and CRM
A workforce redesign that turned a painful POS migration into a chance to rebuild store roles, SOPs and onboarding from the ground up.
All case studies
27%
Faster onboarding
100%
POS/CRM adoption across outlets
+15%
Customer satisfaction score
9
Outlets rolled out in sequence
The challenge
Where the business was stuck.
- A POS and CRM migration had stalled because store teams couldn't absorb yet another tool.
- Onboarding new store staff was taking 8+ weeks and producing inconsistent service.
- SOPs existed but were out of date and largely ignored.
Our approach
How we worked the problem.
- Workflow mapping for each store role — front-of-house, fitting, stock, close.
- Job redesign around the new POS/CRM, not bolted on top of the old one.
- Rewritten SOPs and a structured 4-week onboarding programme.
- Train-the-trainer rollout across 9 outlets.
What was implemented
The work that shipped.
- Updated store role scopes and KPIs.
- Rewritten SOPs aligned to the new POS/CRM.
- Structured onboarding programme.
- Train-the-trainer rollout across outlets.
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Explore what this could look like for your business.
Tell us about your business challenge. We'll respond with a clear point of view and recommended next step — usually within one working day.
