Retail Business Transformation

Client Overview

A Lagos-based retail business specializing in everyday essentials and lifestyle products.
The owner, a passionate entrepreneur, had been running the business for two years but struggled with structure and consistent profit despite steady customer flow.

The Challenge

The company’s operations were expanding quickly, but internal control had not caught up. Each rider handled deliveries independently, and reports were often submitted late or incomplete.

Key issues identified

The business was growing — but without structure, the growth wasn’t sustainable.

Our Approach

We started by conducting a two-week operational assessment to understand how money and data flowed through the business.

From that, we designed a practical business control system that was simple to use but powerful enough to create structure and accountability.

Phase 1

Financial Tracking & Reporting

Designed a simple but effective business structure outlining staff roles and accountability

Introduced a daily sales and expense tracking template

Helped set up a basic POS + record-keeping system to monitor performance in real time

Phase 1

Phase 2

Delivery Tracking System

Implemented a rider delivery log system, each rider recorded pickups, drop-offs, delivery time, and payment status in real time

Introduced a simple delivery tracker dashboard (Google Sheets-based or app-connected) for the admin team

Designed an accountability checklist for rider performance, including on-time deliveries and customer feedback

Phase 2

Phase 3

Management & Training

Conducted a staff and rider training session to teach the new process

Established clear end-of-day reporting rules for all riders

Developed an operations manual covering standard procedures for delivery confirmation, payment submission, and issue resolution

Phase 3

The Results

Within 30 days of implementing the new system, the company saw immediate improvements:

  • 100% visibility into all daily deliveries and payments

  • Accurate income and expense tracking — management could now see total profit and rider performance at a glance

  • Reduced revenue leakage — every transaction was documented and verified

  • Better accountability among riders through daily logs and transparent tracking

  • Improved customer satisfaction — fewer missed or delayed deliveries

Client feedback

Partnering with IBN has been a game changer , their expert accounting support makes it possible for me to focus on other aspects on the business knowing my finances are in order.

Prudence O,

CEO Delivery Boss Ng

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