Short Case Studies

2021

| 2021
Case 1: GreenKart
Indonesia

| 2021
Problem Statement – GreenKart Indonesia
GreenKart is a home-grown chain of grocery stores in Indonesia.
GreenKart is known for its excellent customer service with a focus on
keeping their customer trust and enhancing the overall customer
experience.
GreenKart has overtaken other leading brick & mortar resellers and
even provides online shopping to customers in Jakarta, Surabaya,
Bandung and Medan via their mobile application.
GreenKart’s biggest threat is the rise of online-only grocery
companies, which are revolutionizing the industry by offering
same-day delivery from their application at cheap prices.
GreenKart is currently updating their app every three months.
However, mobile feature sets are rapidly growing, replacing
traditional in store shopping tasks from point-of-sale transactions to
customizing products. At the same time, customers have rising
expectations of rich digital experiences, mobile functionality, and
social features which GreenKart is just not able to match.
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Unfortunately, some of the competitors can update their app every
two weeks or even more frequently to adapt to latest market trends,
seasonal product demands and customer requests. Since
competitors are updating their apps more frequently, they can offer
new innovative services sooner, while GreenKart struggles to quickly
fix bugs or directly address user feedback.
The CEO feels that despite the brand recognition, immense
business expertise and potential to thrive in the new era, GreenKart
is struggling due to their lethargic IT organisation.
GreenKart has requested Greyamp Consulting’s assistance to
redesign and help them implement a brand-new e-commerce
platform that would allow them to meet ever changing customer
expectations.
Case 1: GreenKart Indonesia| 2
Case 2: She-Fitness
Singapore

| 2021
Problem Statement – She-Fitness Singapore
She-Fitness is a Singaporean retail startup company providing high
quality athletic and performance gear for women in South-east Asia.
Currently serving half a million customers, they have established
their presence in Singapore, Malaysia and Indonesia in a span of 5
years.
With the growth of spending in athletic apparel and the globalized
marketplace allowed by e-commerce, She-Fitness is looking to
expand their strategic positions 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 batch-oriented
processes in the legacy application.
• Centralized platform operations including, but not limited to,
placing orders, managing orders, sharing products, and
contacting customer support
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Due to its fast growth and a lack of strategic planning, She-Fitness’
outdated e-commerce platform is the product of siloed and rushed
development. This speed created an environment in which project
management was done via email, and a large portion of defect
resolutions were hard-coded workarounds.
She-Fitness’ customer satisfaction ratings and retention rates are far
lower than expected, so in addition to remedying that, company
leadership wants to centralize the systems that handle orders,
manage accounts, and provide support to improve the speed of
their customer service. The board has dedicated a large portion of
the budget towards IT, ensuring the right Talent is onboarded and
the right technology is being used.
She-Fitness Singapore has requested Greyamp Consulting’s
assistance to define a standard Agile way of working that would be
required to build a brand new e-commerce platform.
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Case 2: She-Fitness Singapore|
Case 3: Pillar
Insurance Malaysia

| 2021
Problem Statement – Pillar Insurance South-east Asia
Pillar Insurance is a French Insurance company providing General
and Life insurance to people around the world for the past 50 years.
In the South-east Asian region, there is a large disparity amongst the
various operating entities in terms of digital maturity, and this is
visible in the digital platforms being used in different countries. To
tackle this disparity, the regional office has released a mandate for
all operating entities to start adopting Agile Practices as defined by
the Singaporean Agile COE.
The Regional Office had earlier hired XYZ Consulting to help them
with a phased rollout of the Agile way of working, but this was met
with resistance as XYZ Consulting was not able to effectively involve
the various operating entities in this transformation. After their
year-long “rollout”, the consultants left and the operating entities
reverted to their old way of working.
| 2021
The Malaysian operating entity has the highest volume of business
despite having very few digital platforms for transaction, and this is
attributed to a robust agency network and positive local sentiment.
For this reason, the Malaysian CEO does not see the need to invest
in upskilling and hiring talent and making a progression towards
Agile ways of working. They are the biggest denier of the Agile
agenda set by the Regional office, and blame them for wasting a
year of the Region’s finances on a failed cause.
Pivoting their strategy, the Regional Office has decided to hire
different consultants at a smaller scale – ensuring that each
consulting company/team is local to each operating entity and
works closely with them to identify the Agile Practices that are
suitable for them, while still being within the playbook defined by
the Singaporean Agile COE.
Greyamp Consulting has been onboarded to work with the
Malaysian operating entity to define their Agile Practices over the
course of 6 months and enable them to run in an Agile manner.
Case 3: Pillar Insurance South-east Asia 6
Thank You

| 2021