32
THECOMMSISSUE
PEACOCKS
SHOP DIRECT TURNS INTERNAL
NETWORKS
COMMS INTO BUSINESS BENEFIT
WAY TO £1M
SAVINGS
S
hop Direct Group (formerly known
as Littlewoods Shop Direct Group)
operates a number of online and
home shopping brands including Additions
Direct, Choice, and Kays.
While it was effectively dealing with
complaints and speci � c incidents, there
was no uni � ed system that enabled the
company to harness the experiences of it’s
own employees to better manage incidents,
identify trends and put an end to avoidable, Process management issues are still
recurring issues. raised on the intranet page but are then
The “Customer 1st aid” programme was automatically imported into assyst and
launched with the ambitious objective of automatically assigned to the Customer 1st
Peacocks is set to achieve £1 million fundamentally re-engineering the thinking in aid administration team.
in savings after appointing network Shop Direct’s business; putting the customer Shop Direct are now able to respond
systems integrator, Convergence Group. experience at the core of the company’s speedily and effectively to poor customer
The UK fashion value retailer has priorities and allowing all employees to experiences, having already brought about
completely restructured and updated contribute. more than 500 service improvements across
its current network system across the Initially, the project was instigated by the business. While it is just 18 months since
company’s entire operation, improving the the business, which set up a simple process the implementation of the system, there have
performance and functionality across its whereby issues were logged on an intranet already been � nancial results, and many more
infrastructure to achieve impressive savings. page. The Customer 1st aid administration are expected over the coming year.
Peacocks needed a scaleable, future- team then used manual systems, such as Ian Wilson, � nancial services insurance
proof network to support the voice and spreadsheets, to manage the issues. Due underwriter for Shop Direct commented: “I
data requirements of its warehouse, to its overwhelming success, the assyst IT have been very impressed with the response
distribution, of � ce and retail locations service management (ITSM) solution, in place received so far. It’s great to know that there
throughout the UK and Ireland. After the for over nine years, proved to be the ideal is a team dedicated in helping our company
design, con � guration and procurement automated system with which to manage the offer better customer service, through issues/
process a 600-site Multi Protocol Label issues. suggestions raised.”
Switching (MPLS) network infrastructure
was installed. The new system delivers
inter-site connectivity over a high-
PICKING SYSTEMS VOICE-ENABLE DALEPAK
performance private network furnished
with a back-up solution to every single Dalepak, the packing, warehousing and distribution specialist, has selected Vocollect
location and is managed 24-hours a day, Voice technology to be implemented jointly by VoiteQ and Manhattan Associates at its
with strict performance and service level- Northampton-based distribution centre (DC).
agreement (SLA) parameters. The introduction of voice technology will complement the .NET-native warehouse
Mark Webbley, group operations and management system (WMS) from Manhattan that Dalepak implemented last year.
development manager for Peacocks Dalepak expects the Voice technology implementation will be a simple and
said: “The new solution provides three straightforward exercise as a pre-built interface between the Manhattan system and
major functions over and above the Vocollect voice technology already exists.
old system. In the � rst instance, MPLS Where currently they are required to handle high volumes of often heavy and fragile
provides a complete and secure network products, the voice-directed picking solution will enable Dalepak’s warehouse operatives
for all data traf � c with no call charges, to use both hands to pick and lift, allowing them to focus on the task without referring to
and a platform for hosting other data paper picking lists and/or a handheld scanner. Dalepak believes the new technology will
applications such as IP security cameras. deliver signi � cant productivity bene � ts to the operation and to the workforce.
The network also provides a free internal Scott Merrick, IT project manager at Dalepak said: “We are con � dent that the voice
voice network between the main technology implementation will enhance further the powerful solution we already have
administration sites and the stores. We that runs our warehouse. Both companies have been very � exible throughout, offering us
now bene � t from a more resilient and options such as a range of hardware to use, allowing us to decide what would work best
reliable solution and major cost savings.” for our operation, rather than dictating what solution we should implement.”
RETAIL TECHNOLOGY AUGUST/SEPTEMBER 2009
23-32 The Comms Issue.indd 32 18/9/09 9:10:30 am
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40