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Trade compliance and quality
Retail operations
Supply chain and logistics
Omni-channel delivery
Our work in….
3. 3
OMNI-CHANNEL
New ecommerce platform
Online fulfilment optimisation
Multi-channel customer service
Click and collect
Mobile channels
Digital advertising
Online substitutions
Search and navigation
4. 4
“PA’s support has been invaluable
to us through the launch of our
new website and development of
new functions. They have been fully
integrated into our Online IT and
Business teams and have worked
tirelessly alongside JL Partners to
achieve our £1 billion online target
ahead of schedule and online sales
that are around 30% of total John
Lewis revenues.”
Paul Coby, IT Director, John Lewis
NEW ECOMMERCE PLATFORM DELIVERY
We provided ‘invaluable’ support to help John Lewis
launch their new website and achieve a £1 billion
sales target ahead of schedule.
5. 5
Our client wanted to support and improve the
efficiency of fulfilling online orders which were
experiencing a 20% year on year growth and
were forecast to continue growing
significantly.
We helped increase staff picking productivity
by 50% at dedicated online fulfilment centres
and across supermarkets by designing a
scalable order picking solution.
The solution enabled fulfilment centre
warehouses to take load off neighbouring
supermarkets improving the load distribution
of online orders.
In-store picking operation costs were reduced
by 10%
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ONLINE FULFILMENT OPTIMISATION
We supported growth ambitions by designing a
solution for online fulfilment centres and
improving supermarket-based fulfilment
6. 66
Customer service was impacted by the
use of separate solutions to manage
orders and service cases in digital and
non-digital channels.
We developed a customer service
solution which brings together orders
and customer service issues from
multiple systems, including in-store
baskets and groceries online.
The solution provides consistent
business processes across channels, and
gives colleagues the data they need to
make good customer service decisions.
One coherent view is presented to
colleagues, including digital and in-store
orders, and contact history across email,
social and telephone.
MULTI-CHANNEL CUSTOMER SERVICE
We improved customer service by creating a coherent,
multi-channel view of sales and customer service interactions
7. 77
CLICK AND COLLECT
Our client wanted to review its complex
click and collect processes to ensure that
they remained mapped, efficient and
ready for its busiest peak trading period.
Using our expertise in business process
modelling, PA conducted a detailed
review, creating a reference that the
client expects to use for a number of
years to come.
Amongst other things, this helped the
client achieve its most successful online
peak trading period in its history and its
best ever week for online sales.
We prepared a major UK retailer for peak trading
by optimising their click and collect processes
8. 88
GROCERIES ONLINE MOBILE APPLICATION
Our client had no native mobile
application development capability
which led to their mobile presence
receiving poor customer reviews putting
them behind their competitors.
We developed an architecture to enable
the rapid creation of cost-effective,
omni-channel mobile applications by
using a mobile application development
platform.
We initiated a vendor selection process
for a mobile platform to enable an
objective and appropriate choice.
We recommended a mobile architecture to enable the rapid
development of online shopping and other mobile applications
9. 99
DIGITAL ADVERTISING ROADMAP
We identified $100m+ savings over 5 years.
We worked with the client team to create a
vision and set of requirements for new digital
advertising.
We completed a gap analysis, a competitive
analysis of existing digital advertising
technologies and built a technology roadmap
and project plan for new digital advertising.
We developed the business case and the roadmap for a
new digital advert to supplement and complement
existing paper inserts
10. 1010
This leading UK retailer’s existing
substitutions process did not offer
customers a fair deal when an item is
unavailable
Customers were charged the price of the
substitute, which may be higher than the
price of the requested item
Promotional offers may not be applied to
the basket because an offer was
invalidated by a substitution
We designed a solution to ensure
customers get a fair deal when
substitutions are made in their online
order. We worked across numerous
systems to ensure the solution was
feasible and did not require wholesale
changes to existing functionality
ONLINE SUBSTITUTIONS PRICE PROMISE
We designed a tactical solution that minimized the
impact of higher value substitutions in online orders
11. 1111
This leading retailer decided to put in
place a newer, optimised search and
navigation solution for its successful
online presence to increase customer
satisfaction and provide a cutting edge
over customers.
We ran the project from initiation,
through delivery to go-live, putting in
place specialist delivery managers with
e-Commerce experience.
Against a challenging schedule and
alongside the client’s team, the new
search solution landed into trials on time
and remains on track to deliver on time
and budget.
SEARCH AND NAVIGATION
We helped deliver a new search and navigation solution to drive-up
customer satisfaction
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We helped guard our client against
pricing and promotion compliance issues
TRADING COMPLIANCE
The possibility of human errors relating to pricing
and promotions potentially caused compliance
issues for our client.
We reduced the risk of errors which may lead to
compliance issues by designing a solution that
automates the checking of pricing and promotions
across our client's entire store estate.
The solution implemented rules that check the
geographical spread of promotions and go beyond
the legal guidelines, avoiding any brand damage.
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We provided our client with
improved product specification
management, supply chain
traceability and integrated
artwork management
Our client's existing product specification management tool was
rapidly reaching end-of-life and did not support key functionality
required by the business for reporting against corporate
commitments.
We designed a replacement product specification management
solution whilst defining a cost saving approach for migrating
data into it.
The solution improved our client's ability to monitor progress
against their corporate commitments, protect their brand values
and maintain their product quality by providing supply chain
traceability and extended breadth and depth of captured
product specification data.
PRODUCT SPECIFICATION MANAGEMENT
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We are helped a Tier 1 supermarket
build applications as modular and
reusable enterprise assets
SERVICE ORIENTED ARCHITECTURE
Our client’s existing application landscape did
not promote asset re-usability and cluttered the integration
landscape
We helped this Tier 1 retailer improve their application
landscape by mobilising an Service Orientated Architecture
(SOA) culture and service catalogue
We provided interim leadership to their service-oriented
architecture centres of excellence, creating and managing
a growing portfolio of services
We enabled the client to consistently represent data
across the application landscape by creating their first ever
enterprise-wide definitions of common data formats
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We designed a strategic, flexible architecture
for payment taking for online channels
FLEXIBLE PAYMENTS ARCHITECTURE
Our client had no reusable payment service
that provided the capabilities to authorise and
settle transactions
This Tier 1 UK retailer’s transaction processing
system was tightly coupled to the payment
provider; this resulted in costly change requests
whenever any changes to the payment provider
or payment flow were needed
We developed an architecture to integrate with
the new payment provider in a service oriented
manner, so the third-party transaction processor
was decoupled from the new payment provider,
giving the client agility they desired to make
payment related changes
Our architectural designs provided the client
with a reusable service for payment taking that
could be used by a number of digital initiatives
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We designed a solution that provided our client with near
real-time monitoring of product availability across all of
their store estate and product range
PRODUCT AVAILABILITY MONITORING
Our client's old product availability monitoring
solution relied on expensive manual audits, which
provided a limited, simplistic view of availability as
deduced from only 50 product lines.
We improved the depth and breadth of product
availability monitoring to all products across all
stores on an hourly basis by designing an
automated availability monitoring solution.
The solution allowed our client to improve
customer satisfaction, improve the accuracy and
efficiency of store performance management,
and reduce the operational cost of stock
monitoring by £2M per annum.
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20. 20
We helped enable product inventory to
be held at an expiry date level
EXPIRY DATE LEVEL PRODUCT INVENTORY
We enabled stock management process
improvements by helping design a solution
that automatically prompts operators when
products have expired for de-ranging and
disposal and improves the accuracy of
calculated reduction percentages provided
to operators.
We minimised the cost and impact of the
business process changes by proposing a
phased approach to implementing the solution.
We identified impacted systems for the
foundation phase of the project as well as the
effort required to modify them by conducting a
full system audit.
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We helped our client
reduce their logistics
operations cost by 10%
LOGISTICS COST REDUCTION
Our client specialises in
convenience food retail. They
identified the need to reduce
their logistics operating cost by
10% over two years.
We reviewed the operations at
all sites and identified a long list
of cost reduction opportunities,
which were worked through with
the client management to focus
on the major opportunities.
The savings were targeted in
warehouse productivity, service
definition and execution, energy
procurement and slow-mover
management.
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We helped our client
drive-up availability
leading to a £12m
increase in revenues
within a year
DRIVING-UP AVAILABILITY
Our client faced persistent
issues in driving-up availability
of stock within their Food
business. PA worked with the
client to review forecast
accuracy and drive
improvements in seasonality,
waste estimation and in the use
of weather data to drive-up
availability. Working closely
with the client’s supply chain
teams in both business and IT,
we helped deliver £12m in
additional revenue with minimal
impact on waste.
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We helped our client
reduce stock-outs
across the Food
portfolio by an
average of 30%,
REDUCING STOCK-OUTS
Our client faced severe
problems delivering
enhancements to their
forecasting, allocation and
ordering platform. PA
transformed performance of
the programme by introducing
scaled agile techniques and
through rigorous prototyping to
deliver the programme in five
months shorter duration to
greater quality. The net result
of the improvements delivered
was an average of 30%
reduction in stock-outs.
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