Shop Direct are in a highly competitive market where integrated multi-channel operation is essential. Their core customer was rapidly changing shopping habits and the challenge was to keep pace with this and move into the online space. Their vision was to become a world class digital retailer and be customer centric in all channels.
Whilst they had plenty of ambition, energy and subject matter expertise, Project One brought the expertise to shape, mobilise and execute the transformation of almost all parts of the business. Shop Direct were able to progress their transformation to a digital retailer with increased functionality on the mobile platform and more sophisticated personalisation; executive board stakeholders were in control with clear line of sight between delivery and the business case and business areas were engaged, understood their role and were able to ‘land’ the required changes.
“We underestimated what it takes to change in our business. Project One came in and helped us shape our capability, introducing best practice from other organisations.”
Gary Kibble, Transformation Director, Shop Direct.