RetailT


echnology


HILLARYS STREAMLINES SIGNATURE SERVICE


Selling complex, bespoke products has always called for sophisticated customer communications and sales systems, but a leading UK made-to-measure window coverings comapany has optimised its services for delivery in customers’ homes


F


or over 40 years Hillarys (www.hillarys.co.uk) has been selling and manufacturing in Britain its bespoke window coverings, most famously blinds, but also shutters,


curtains and awnings. In that time its signature in-home service has developed to keep pace with customer expectations. Over recent years this requirement has led to some unexpected implications, which


highlight the growing importance of enterprise technology to facilitate customer communications, as well as transactions. They also reveal of significance of finding the right technology mix that can also fit with processes specific to particular business models. Retail Technology spoke with Julian Bond, head of information, communications


and technology (ICT) for Hillarys, about its unique customer communications requirements, the ensuing unexpected implications and how his function is helping the specialist retailer’s salespeople deliver a modern and successful, tailored service directly to customers, in their own homes. Bond was frank about the company’s ICT requirements. “We tend not to be at


the bleeding edge of retail technology, but we don’t mind investing in something new when we can see the benefits,” he said, referring to the fact the very nature of Hillarys’ operations meant it saw the opportunity of embracing mobile technology early on. “Our advisors were using complex pricing tables and paper orders that they would fax


www.retailtechnology.co.uk Autumn 2013 39


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