Building a Customer-Centric Operating Model

A leading bicycle manufacturer partnered with EFESO to transform its planning processes and shift from a supplier-driven model to a customer-centric operating model. Through a multi-phase program, EFESO led the implementation of o9’s advanced planning platform, accelerating decision-making across the organization.

Industry: Consumer Goods and Luxury

Service: Advanced Planning

Service: Supply Chain

Service: Supply Chain Strategy

Our Client

A global bicycle manufacturer headquartered in Europe, operating a direct-to-consumer business model and selling across more than 100 markets worldwide. The company produces a broad range of bicycles; including road bikes, mountain bikes, and e-bikes. supported by several flagship stores for product testing and demonstrations. The organization employs more than 800 people and generates several hundred million euros in annual revenue.

100

Countries

800

Employees

The Challenge

Before the transformation, the company operated with a supplier-driven push model that created long lead times, high inventory levels, and fragmented planning processes. Manual spreadsheets, disconnected systems, and limited visibility across functions contributed to slow decision-making and limited responsiveness.

To remain competitive and improve customer service, the company aimed to:

Shift from a supply-driven to a customer-driven model
Use extensive digital customer data for accurate demand forecasting
Replace fragmented tools with an integrated planning platform
Improve planning speed, transparency, and cross-functional collaboration

Real Results Achieved Together

Although the program is ongoing, the qualitative improvements are already clear:

Integrated planning platform replacing manual Excel-based workflows
Faster planning cycles and stronger real-time collaboration
A single consolidated data model supporting end-to-end transparency
More accurate demand forecasting through advanced analytics and scenarios
Stronger inventory and working-capital management

Transformation Impact

Improved planning efficiency through an integrated platform
Better decision-making based on real-time, structured information
Alignment across demand, financial, and supply planning processes
A solid foundation for a fully customer-centric operating model

Our Approach

EFESO delivered a structured two-phase transformation combining clear blueprinting with agile implementation.

Blueprint Phase (Waterfall Approach)
- Workshops to define business requirements and future planning needs
- Mapping of core modules such as demand and category financial planning
- Alignment on target operating model and system setup
Implementation Phase (Agile/Scrum)
- One-month sprints to design, build, and refine functionalities
- Continuous client feedback incorporated into each iteration
- Initial focus on demand and financial planning, followed by supply planning
Integrated Delivery Model
- EFESO consultants led project management and coordination
- Joint collaboration with o9 as the planning software partner
- Consistent alignment with client teams for smooth implementation

Related Services

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Supply Chain

Supplier complexity obscures 70% of your value creation. We strengthen networks through supplier development programs, risk mitigation strategies, and collaborative innovation platforms.

Ready to Build a Customer-Centric, Digital Supply Chain?

Struggling with manual planning and disconnected systems
Looking to accelerate planning through integrated platforms
Aiming to shift from supply-driven to demand-driven operations
Needing advanced analytics and scenario planning capabilities

Contact our experts

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