Case Study

Ben & Jerry's

Technology strategy for retail growth.

Ben & Jerry’s

Technology strategy for Ben & Jerry’s retail growth.

Ben & Jerry’s retail stores worldwide (the “Scoop Shops”) are an important driver of brand awareness and consumer advocacy, and encourage customers to support Ben & Jerry’s missions in social justice and the environment.

To enable Ben & Jerry’s employees to maximize the time they can spend with customers, retail systems must be efficient, and easy to operate and administer.


Javelin Group was engaged to facilitate a technology strategy discussion for Ben & Jerry’s. Ben & Jerry’s was looking to capitalize on technology in order to deliver excellent service and experience to customers.


As a result of the technology strategy discussions:

  • Requirements for each of 21 different application types were identified
  • Candidate technology application packages were agreed, giving options for good / better / best, allowing investment to be prioritised to those areas that would have the maximum impact on customers and employees
  • A multi-year implementation programme was mapped out
  • Capex for each programme stream was estimated

The first phase of the implementation was trialled in the flagship store in Burlington, Vermont, USA.

Retail plays an important part in the Ben & Jerry’s success story. Our stores are where the brand is brought to life, encouraging consumers to join us in support of our social mission. Javelin Group understands retail and retail technology thoroughly; the team was able to grasp quickly the Ben & Jerry’s brand and identify the technology that would best support the customer experience that we aim to deliver.
Debra Heintz, Global Director of Retail Scoop Shops, Ben & Jerry’s.

Find out more about Javelin Group’s Retail Technology Strategy service line.

Contact  Martin

Contact Practice Director

Martin Ryan

Director, Technology Consulting

Martin Ryan runs our Technology Consulting practice. He has 20 years of experience in the consulting industry helping some of the world’s largest retailers and brands with their technology strategies. Martin started his career with IBM in the 1990s and has a degree in Physics from the University of Oxford.