Client
Multi-brand retail group
Industry
Retail and consumer goods
Primary goal
Establish a standardized foundation for retail transformation
Make retail transformation scalable
Retail organizations continue to invest in digital capabilities, from omnichannel commerce to advanced analytics and AI. Yet transformation often stalls due to fragmented systems, inconsistent processes, and unclear enterprise architecture.
KPMG in India worked with a leading Southeast Asian multi‑brand retail group to overcome these barriers, establishing a standardized operating model and a future‑back roadmap. This enabled the client to move from disconnected systems to a cohesive, change‑ready enterprise capable of supporting innovation and growth.
Client transformation journey
- Before
- During
- After
Fragmented systems and inconsistent retail operations
The organization grew rapidly across multiple brands and regions. Each business unit adopted its own systems, processes, and operational practices. This decentralized approach enabled expansion, but created complexity at scale, limiting visibility, slowing decision-making, and constraining enterprise-wide innovation.
Core retail processes, such as promotions, payments, inventory management and customer engagement were executed inconsistently. Data quality issues and limitations in enterprise resource planning (ERP) systems restricted advanced analytics, demand forecasting, and automation initiatives.
The lack of a unified architecture also made it difficult to support emerging ambitions such as AI‑driven experiences and super apps. Leadership recognized the need for a consolidated and scalable transformation approach.
Standardizing processes and designing a future-back roadmap
KPMG in India began by establishing a shared enterprise process model using its global retail process taxonomy. This included detailed process design across store operations, payments, promotions, inventory, customer relationship management (CRM), and omnichannel fulfillment.
This standardization created a common operational language across brands, helping to reduce duplication, improve efficiency, and enable consistency at scale.
Building on this foundation, KPMG professionals designed a future‑back digital roadmap aligned with business priorities. The roadmap outlined initiatives across customer, commerce, supply chain, enterprise platforms, and business-to-business (B2B) ecosystems.
With clearly defined timelines, dependencies, and ownership, the roadmap balanced immediate improvements with long‑term transformation goals.
Unified, scalable and innovation-ready retail enterprise
The client now operates on a unified process framework, enhancing efficiency and enabling scalable, cross-brand operations. Standardization has strengthened operational performance and established a foundation for digital innovation.
The future‑back roadmap enables leadership to prioritize investments strategically, helping to ensure alignment between business objectives and technology initiatives.
With improved data quality and integrated systems, the organization is better positioned to leverage advanced analytics, AI, and real‑time decision‑making. It can now scale efficiently while delivering consistent customer experiences across channels.
How we make the difference
KPMG combines deep retail capabilities with well-established transformation frameworks to help organizations align processes, technology, and strategy. By standardizing operations and designing future‑back roadmaps, we help enable scalable growth, data‑driven decision‑making, and innovation readiness across the enterprise.
If you are looking to accelerate transformation and unlock scalable growth, we welcome the opportunity to explore how we can support your organization.
KPMG. Make the Difference.
Meet the team
Dr. Puneet Mansukhani
National Sector Head - Retail, Global Retail Head - Digital & Technology Transformation
KPMG in India
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