Due to its fast growth and a lack of strategic planning, Galaxy Fitness’ outdated e-commerce platform is the product of siloed and rushed development. This speed created an environment in which task management was completed via email, and a large portion of defect resolutions were hard-coded workarounds.
Galaxy Fitness’ customer satisfaction ratings and retention rates are far lower than expected, so in addition to remedying the technical debt described above, company leadership wants to centralize the systems that handle orders, manage accounts, and provide support to improve the speed of their customer service. During this process, they want to transition from a batch-oriented environment to an around-the-clock, 24/7 model for resolving order or member account issues.
Galaxy Fitness has requested Deloitte's assistance to redesign and implement a brand new e-commerce platform that would spearhead their overall global aspirations.