Smarter retailing Gieves & Hawkes and K3 RetailCase Study

An overviewGieves & Hawkes is a London-based tailor that operates more than 120 retail outlets around the world.

The challenge for Gieves & Hawkes Existing legacy systems were hampering the business, systems were expensive to maintain and data was unreliable. They needed a joined-up retail solution.

Customer benefits

• Improvedcustomerexperience• Greatercontrolacrossthebusiness• Powerful focused reporting• Better stock visibility• Improved marketing focus• Easytousesystem• Significantcostsavings

Solution

• K3 Retail Retail solution based on MicrosoftDynamics NAV with LS Retail

• K3 BI• Advanced Promotions•Warehousing & Logistics• K3 CRM• Pennies

A case study from k3retail.com |

Luxury Retailer Cuts Costs & Boosts Sales with Business Software

Established more than 240 years ago in 1771, esteemed Savile Row tailor Gieves & Hawkes currently holds three royal warrants. It understands the importance of customer service and customer loyalty. Today, Gieves & Hawkes has outlets in the United Kingdom and the Republic of Ireland, with over a 100 worldwide.

Business needsThecompany’sexistingsystem–consistingofarangeofsoftwarethathadbeenaccumulatedovertime–wasexpensivetomaintain,anddifficulttoupdateandintegrate.Whenstaffeventuallygottheinformationtheywerelookingfor,theycouldn’tbecertainthatitwasup-to-dateorcorrect.ThesystemwasholdingGieves&Hawkesback.

SamThompson,ITManager,Gieves&Hawkes,says:“Tryingtogetnewfunctionalitytoworkwithourexistingsystemwasafrustrating,expensiveexperience.Weneededfast,accurateinformationthroughoutthebusiness,andweneededmorecontrol–fromtheshopfloortothewarehouse—tohelpussavemoneyandimproveourcustomerservice.”

SolutionMicrosoftPartnerK3waschosenforitsprovenexpertiseintheretailindustry–ithelpedGieves&Hawkesidentifywhatwasneeded.

ThesolutionwasaMicrosoftDynamicssolutionfortheUKbusiness,enhancedbyseveralretail-specificadd-ons.Theseadd-onsincludedtheK3LSRetailmodule,plusLanhammodulesforwarehousingandlogistics.

MicrosoftDynamicsCRMwasaddedtostoreallcustomerdata,andaSQL-basedbusinessintelligencecubewasprovidedbyK3.

Trying to get new functionality to work with our existing system was a frustrating, expensive experience.

We needed fast, accurate information throughout the business.SamThompson,ITManager,Gieves&Hawkes

BenefitsWithMicrosoftDynamicsandMicrosoftCRM,Gieves&Hawkeshasbetter,fasteraccesstoinformationacrossthebusiness–informationthat’shelpingthecompanycontrolpricing,promotions,andstock.

“It’sgreat.Richdataisnowavailabletostorestaffatthepointofsale,givingthemthetoolstoprovidebettercustomerservice,”saysThompson.

Easily accessible live informationGieves&Hawkescanseewhatissellingwhereandcanmakedecisionsinrealtime.“Salesstaffgainalotofcontrol.Thismakesthemproactiveandgivesthemalotmoreconfidencewithcustomers,whichinturnimprovesthecustomerexperience,”saysThompson.

Powerful, focused reportingStaffcanseeanyfacetofthebusinessasrequiredfortheirroles,andmakedecisionsaccordingly.Forexample,theycanfindoutinacoupleofclickswhichcolourorsizeofanitemispopular,andthenordermore.”Wecanseehowastoreorsalesteamisdoing,andhelpthemifneeded.Wecanbesomuchmoreproactive,”saysThompson.

Centralised price and promotion controlAllpricesareheldinthenewsystemandcanbecontrolledbyheadoffice.It’seasytochangepricescentrallyandevenplanahead.Staffarenotifiedinadvance,soeveryoneknowswhat’sgoingon.

Better stock visibilityCustomersaremorelikelytobuysomethingthatisn’tinthestoreiftheyknowexactlywhenGieves&Hawkescangetitforthem,orifitisavailableinanotherstore.Thecompanycannowsetautomaticstockorderingwhenspecificitemsneedtoberestocked.

Improved marketing focusMicrosoftCRMmakesiteasytofilterrecordsbytransactionhistoryandsendonlymarketingthatintereststhecustomer.ThismeansGieves&Hawkesisgettingtoknowitscustomersbetter,anditreducesthenumberofcustomerswhooptoutofreceivingmarketingcommunications.

"Rich data is now available to store staff at the POS, giving them the tools to provide better customer service"SamThompson,ITManager,Gieves&Hawkes

A case study from k3retail.com |

K3Retailpartnerswithbusinessestoprovideconnectedtechnologies,whichensureretailerscanreachtheirgoalsnowandintheuture.Weintelligentlyapplyourtechnologytomakeretailers’liveseasierandbusinessesmoresuccessulwithtoolsdesignedtoforevermeetconsumerdemands.

We support more than 800 retail brands. LabelsfromBeaverbrooksandFortnum & MasontoHeals,RymanandTedBakerareabletopursuetheirbusinessgoalsbackedbytheexpertiseofK3Retail.PartoftheK3BusinessTechnologyGroup,K3RetailisaMicrosoftGoldCertifiedPartnerandtheUK’s#1MicrosoftDynamicspartner.The new possible to meet the new demand.

Better service at point of saleAllGieves&Hawkescustomersnowenjoyanimprovedexperience.“ThebettercustomerexperiencereallycomesintoitsownwithourVIPcustomers.Wecancheckaccountactivityandgivethemaknowledgeable,friendly,first-classservice,”saysThompson.

Single source of informationBecausethenewsolutionisintegrated,there’sonlyoneversionofthetruth.Makingdecisionsaboutsales,marketing,andstockisnoweasierandalmostinstant.

Simple foreign exchangeWithMicrosoftDynamicsNAVanditsabilitytohandlemultiplecurrencies,it’seasytotradeacrossdifferentcountries.“We’rebetterplacednowtoservewhoeverwalksintooneofourstores,”saysThompson.

Easy to useAcrosstheretailindustry,staffturnoverisrelativelyhigh,soingettingnewstaffuptospeed,thefactthatthesystemissimpletousemeansbothtimeandmoneyaresaved.Thisamountstoasignificantsavingwhenmultipliedbyeverynewemployeeoverthecourseofayear.”Thesystemiseasyfornewmanagerstopickupandstartusing–thisisimportant,becauseiftheydon’tuseittheycan’tgetthebenefit,”saysThompson.

"We're better placed now to serve whoever walks into one of our stores"Sam Thompson,IT Manager