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  • Transforming Business Processes to Improve Customer Experience

    05 July 2017
    North Highland, Member Firm (US and UK)

    North Highland worked with a leading UK retailer, to provide high-quality business analysis, problem solving and process design to reform their business process unit, identify pain points and propose short and long-term solutions to drive change.

    Client Situation

    The major UK retailer was experiencing significant issues spanning the end-to-end supply chain from Buying and Merchandising through to IT and Distribution. They were unable to meet the demands of in store pickup of online orders during peak periods of demand, and the infrastructure for launching products onto their website was not capable of supporting the anticipated increase in number of SKUs. These issues were resulting in unexpected closures, failed deliveries, and system outages. Additionally, their newest initiative, a customisable sofa option, was having difficulty meeting demand, and their supplier direct channel, which covers all products sold by the retailer that were not sourced from their warehouses, was not delivering a consistent customer experience.

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