Oaklin's client was facing considerable regulatory and industry head-winds, and incremental small changes and ‘sticking plaster’ solutions had left the business confused and inefficient. Previous change programmes had stopped short of making the ‘difficult choices’ to realise true change. Oaklin were engaged to better understand the step-change in capability required to deliver a new retail vision, support wider omnichannel objectives, and help position the business for the future
“Incremental small changes and ‘sticking plaster’ solutions had left the business confused and inefficient in responding to the various challenges”.
Case Study
Despite being profitable and maintaining significant market share, one of the world’s biggest online betting and gambling providers was facing considerable regulatory and industry headwinds. To date, incremental small changes and ‘sticking plaster’ solutions had left the business confused and inefficient in responding to the various challenges. Previous change programmes had stopped short of making the ‘difficult choices’ to take the business forward.
A project was initiated to better understand the step-change in capability required to deliver a new retail vision, support wider omnichannel objectives, and help position the business for the future.
Oaklin was engaged to provide a structured approach to develop a problem statement and associated business case for change. A series of structured interviews were run with all management layers within the business and incorporated obtaining direct feedback from shop staff. Root causes for the challenges faced were identified and were broader than first expected. These highlighted, among other issues, a wide spectrum of capability shortcomings and adverse behaviours.
All feedback was distilled into clearly understandable and actionable themes, supported by clear statements and visuals. Practical ways forward to resolve the root causes of the themes were assessed and modelled and presented back to the business in an understandable and actionable format.
The additional clarity also avoided effort being expended on changes that wouldn’t address the root-causes. A pragmatic and affordable approach was proposed that delivered the necessary changes, which included significant change within the shop structure itself.
Plans were grounded in the operational reality of the business, and detailed transformation workstreams were shaped, agreed and launched to deliver proposed changes safely and at scale.
