Harrods operates in the Luxury end of the retail market where offering customers the wow factor and a unique experience is key. For over 150 years, Harrods has had a rich heritage of driving service excellence through investment and innovation in customer experience. Consequently, Harrods customers are extremely loyal.
They are also widely spread throughout the globe and cannot always visit the flagship store in London. Therefore, online growth is critical. Offering the same exceptional experience across all channels and reaching out to those customers that do not live near the store became paramount in order to meet customers’ needs and expectations. Expanding the e-commerce side of the business to offer a truly omni-channel presence was critical to the next stage of the Harrods journey.
The customers’ needs are moving at pace and the challenge for Harrods was to deliver a new platform that could respond to market dynamics and changes to customer behaviour. With this goal in mind, Harrods embarked on a re-platform programme. E-commerce requirements were outlined; Technology applications and IT suppliers were selected.
Harrods requested Project One’s support to help re-enforce the programme to ensure it was a truly omni-channel business transformation. While the digital transformation programme started in the e-commerce department, Harrods recognised that to fully achieve their ambition, a cross departmental programme of work and staff mobilisation was required. Harrods looked to Project One to provide additional programme leadership capability to scope, shape, mobilise and execute an integrated transformation in the business and IT.
Not just an IT e-commerce project – delivering an omni-channel solution successfully required many different teams from Customer Loyalty to Distribution to be involved; and their needs and requirements to be catered for. The challenge for the programme leadership was to bring these teams on-board, ensure that the solution was fit for purpose and then delivered it in an environment constrained by the previous technical and supplier decisions.
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