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Galaxy Fitness is a North American retail company providing high quality athletic and performance gear to Canada and the United States. Currently serving half a million customers, they have offices in Calgary, New York, and Seattle. 

Background

  • Business situation
  • Problem statement

Galaxy Fitness is a North American retail company providing high quality athletic and performance gear to Canada and the United States. Currently serving half a million customers, they have offices in Calgary, New York, and Seattle.

 

With the growth of spending in athletic apparel and the globalized marketplace allowed by e-commerce, Galaxy Fitness is looking to expand their strategic positions abroad by launching a brand-new worldwide e-commerce platform.

 

In a strategic meeting, the board of directors identified the three most important aspects of this new e-commerce platform:

  • A multi-lingual, multi-currency platform
  • Real-time, 24/7 operations to replace their current batch-oriented processes
  • Centralized platform operations including, but not limited to, placing orders, managing orders, sharing products, and contacting customer support

Due to its fast growth and a lack of strategic planning, Galaxy Fitness’ outdated e-commerce platform is the product of siloed and rushed development.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. 

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