What is the secret to
the success of the IT
Service Management
system behind the UK’s
leading online and
home shopping retailer?
SupportWorld takes a
look behind the scenes.
T
he Shop Direct Group, responsible for
around £2.1 billion of sales annually,
is home to many of the UK’s most
successful home shopping and
internet brands including Littlewoods, Great
Universal, Kays and Marshall Ward. With over
five million customers across the UK and
Ireland, the Group also runs Home Delivery
Network Limited, the largest delivery service
company of its kind in the UK.
With big plans afoot to expand the
business, Shop Direct is looking to double
their online sales in the next three years. In
order to support this expected growth, and
the Group’s long-term strategy of creating a
customer-focused culture by improving every
aspect of the shopping experience, Shop
Direct identified the need for a unified system
to address any issues its own employees
encountered as customers on their websites.
This is when the assyst ITSM software solution
from Axios Systems came to the fore.
Focus On Customers
Having successfully been in place for nine
years within the IT function, the business
called upon assyst to help Shop Direct with
a strategic customer-facing challenge they
were experiencing. That challenge was to
proactively improve every aspect of the
shopping experience; to make life easier for
customers by making purchase, delivery and
payment fast and simple.
Putting the customer experience at the
Enhancing Customer
core of the company’s priorities, Shop Direct
decided to set up a new programme called
‘Customer 1st aid’. The ambitious objective
Experience Through ITSM
of this initiative would only be possible by
How ITSM applications can benefit more than just IT
and generate substantial savings
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