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Digital transformation for a GCC retail chain
A major GCC retail chain with 200+ stores was running on fragmented legacy systems. We modernized their operations with CRM implementation, workflow automation, and change management — achieving 95% adoption in 90 days.
60%
Reduction in manual processes
The Challenge
This retail group operated 200+ stores across 4 GCC countries with a patchwork of legacy systems — separate POS, inventory, CRM, and finance tools that didn't talk to each other. Store managers spent hours on manual data entry. Head office had no real-time visibility into store performance. Customer data was scattered and unusable for marketing. They'd attempted a digital transformation before with a large consultancy, but it stalled due to poor change management.
Our Approach
We took an incremental approach, starting with the highest-pain workflows rather than trying to transform everything at once. Phase 1 focused on implementing a unified CRM (HubSpot) with integrations to their existing POS and inventory systems. Phase 2 automated the top 15 manual workflows using Zapier and custom APIs — from stock transfer requests to daily sales reporting. Phase 3 rolled out a training program with regional champions in each market. We tracked adoption daily and iterated on the rollout based on real usage data.
The Results
What we delivered.
60% less manual work
Top 15 workflows fully automated across 200+ stores
95% adoption
CRM adoption within 90 days of launch
Real-time visibility
Head office dashboard with live store performance data
5-month payback
Full ROI on transformation investment
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