All Foundries

Commodity Management & Trading

Transforming trading ecosystems through data-driven insights and secure, agile platforms that empower global commerce.

Customer & Marketing Strategy

Reimagining customer engagement with personalized, connected experiences that build trust and long-term value.

Digital Engineering

Turning ideas into scalable digital solutions—accelerating transformation through design, technology, and engineering excellence.

Station Studio

Redefining mobility hubs with digital innovation to create smarter, sustainable experiences for people and businesses on the move.

Supply Chain & Industry 5.0

Building resilient, intelligent supply networks that anticipate change and deliver efficiency with purpose.

Sustainability

Driving responsible innovation to help organizations achieve net-zero goals and create a positive impact for future generations.

Physical AI

Physical AI gives machines, robots and physical operations the ability to perceive their environment, decide what matters and act in real time. Factories, plants, stores and infrastructure become systems able to sense conditions, learn from them and improve on their own, closing the gap between the physical and the digital world.

Next-Gen Infrastructure

From networks as infrastructure to connected platforms that enable critical, autonomous and intelligent operations.

Retail

From satisfaction surveys to EBITDA: closing the loop on customer pain points

A department store retailer in Mexico turned a biannual NPS programme into a closed-loop customer listening mechanism, connecting feedback to pain-point initiatives and incremental EBITDA.

From satisfaction surveys to EBITDA: closing the loop on customer pain points

Retail

Unified returns management

A retailer processing more than two million returns a year moved from channel-specific workflows toward one digital returns system. The initiative connects request creation, status tracking and routing across sales and return channels.

Unified returns management

Contact

Convenience First eCommerce

Convenience is not only about distance. It is also about whether customers can buy, receive and return to a brand on their own terms. One of the largest convenience store chains in Mexico launched its first transactional channel and then optimized it as a unified physical-digital experience, with a clear ambition: grow digital sales while strengthening retention and repurchase.

Delivery rider leaves an unbranded neighborhood convenience store in Mexico at dusk carrying a prepared eCommerce order.

+5.5% average ticket

Reported increase in average order value

-74% delivery time

Reported reduction in order delivery time

92% on-time orders

Orders delivered within the promised time

First transactional channel

The brand's first channel, reported live nationwide

Delivery rider hands a grocery order to a customer outside an apartment building in a Mexican city, with a convenience store visible across the street.

From physical proximity to the country’s first convenience eCommerce

The initiative extended the brand’s proximity advantage into a transactional digital channel, then optimized the operation around the customer. The physical store and the eCommerce journey were brought together so that buying digitally could deliver on the same promise as the store next door.

A store network sat within minutes of millions of customers, but the brand had no way to sell to them digitally.

Objectives

Maximize sales growth in digital channels by launching and strengthening a transactional eCommerce capability. The initiative also aimed to connect the physical and digital experience, using the brand's extensive store footprint to support a more convenient journey and create stronger conditions for customer retention and repurchase.

Opportunity

The store network already provided a powerful proximity advantage. Extending that reach into eCommerce created an opportunity to serve customers beyond the store visit, combine neighborhood availability with digital access and build a repeatable omnichannel model. The next strategic step is to confirm how the channel can continue to scale while protecting the speed, reliability and ease that define the brand's convenience promise.

Building digital commerce from zero

The transformation required more than a new storefront. The brand needed a transactional foundation, an operating model and a customer journey capable of translating physical proximity into dependable digital convenience.

Key Challenges

Customer checks a smartphone outside an unbranded Mexican convenience store, illustrating the gap between a strong physical network and the absence of a transactional digital channel.

1: No transactional digital channel
The initiative had to establish the first eCommerce channel in the brand's history, creating a new route to market rather than optimizing an existing one.

Convenience store associates pick and pack digital grocery orders during a busy evening rush, reflecting the pressure to meet customer expectations for speed.

2: A high bar for speed
Digital fulfillment needed to reflect the expectations set by the physical store, where proximity and immediacy are central to the customer promise.

Store staff and a delivery rider coordinate multiple prepared orders in a convenience store backroom, showing the operational handoffs required for end-to-end eCommerce.

3: An end-to-end operating model
The new channel required clear macro-processes, business rules and multidisciplinary ownership across the digital operation.

Customer waits outside a convenience store while an associate prepares an order inside, with glass reflections linking the physical and digital shopping journey.

4: One physical-digital journey
The brand needed the store network and transactional channel to work as a coherent experience, rather than as disconnected touchpoints.

Solution

An agile, customer-centric eCommerce operation

NTT DATA developed and implemented the brand’s first eCommerce channel as part of its omnichannel strategy, then supported its optimization through agile methods and a multidisciplinary team operating the channel end to end.

A transactional commerce foundation

Implemented the new transactional channel on a leading digital commerce platform, establishing the brand’s first direct eCommerce route.

Customer-centric optimization cycles

Applied agile optimization cycles focused on the customer journey and the operational performance of the channel.

Clear rules and accountabilities

Defined macro-processes and business rules for the digital operation, supported by a multidisciplinary team with end-to-end responsibility.

A unified shopping experience

Connected the physical and digital experience so the transactional channel could align with the brand’s established convenience proposition.

Impact

A digital channel worthy of the convenience promise

The programme delivered the brand’s first transactional channel, reported as live nationwide, and connected it to a more unified physical-digital shopping experience. The source reports a 5.5% increase in average ticket, a 74% reduction in order delivery time and 92% of orders delivered within the promised time. Together, these figures indicate stronger basket value and faster, more dependable fulfillment, subject to confirmation of scope, methodology and measurement period.

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