Work

Thomas Pink

Optimisation

Objective

To establish best practice guidelines and processes to ensure e-commerce sales delivered against forecast and provided an excellent customer experience for its online buying customers. At the same time evaluate the ecommerce team in terms of ‘right’ structure and skills set to deliver on these goals and objectives.

Results

Within a few weeks of implementing changes, Thomas Pink sales increased and continued to do so throughout the financial year. The ecommerce team were all working towards to the same goals and exploiting any quick wins to their commercial advantage. They were utilising the newly set up analytics reports to continuously improve customer experience

“We engaged Martin Newman from Practicology to undertake a complete audit of our site, infrastructure and processes. In addition to improving processes and helping our e-commerce team to become more productive, he identified a number of quick wins and mid to long-term improvements. As a result sales quickly started to exceed forecast and the extra revenue gave immediate payback on Practicology's fees I wouldn't hesitate to use Practicology again or to recommend them to other retailers looking to improve their e-commerce channel.”

Peter Mila, Logistics, information and e-commerce director, Thomas Pink