Case Study

Harrods is the world’s most famous department store with the latest mens and womens designer fashion, luxury gifts, food and accessories.

Harrods consider that one of the main reasons customers return is because of the quality of service and personal contact that is build up between its salespeople over a period of time, along with beneficial discounts and incentives that can be targeted to these customers. The company has around 700,000 loyalty card holders, with a large proportion being regular customers.

IBS Screenshot

Enactor’s POS example

The Challenge

Harrods had a legacy POS solution which was end of life and not suitable for the demanding experience that Harrods clientele expected.  Adding new functionality was a complex, expensive process becoming a major point of frustration for the business and IT.

Before beginning the search, Harrods outlined the requirements for their business which highlighted how complex their environment was.  The solution would have to support- over 1,000 service points across a number of airports as well as the iconic Knightsbridge store.

As a Department Store, the requirements cover a wide variety of verticals  – including fashion, homewares, beauty, food halls, restaurants, cafes and bars.  In addition a number of revenue generating offerings had to be supported – Tax Free shopping,  By Appointment & Personal Shopping, Private Clientele & the famous Harrods Reward Card.

The Solution

Enactor was the obvious choice for Harrods with the solution containing all the functionality a modern Department store needs – supporting retail and hospitality within a single solution, making the in-store experience as seamless as could be.

The Enactor software runs on everything from straight-forward POS to integrated food weigh-scales and Self Checkouts in the food halls to the fine dining restaurants.

The POS enables personal shopping, tax free and even direct dispatch shopping, letting Harrods serve their customers wherever they are globally.

Harrods has recently deployed the Enactor Point to Point Encrypted payment solution and Mobile POS around all their stores including the H Cafe and H Beauty fascias. To ensure flexibility for the future, Harrods use the same process and application design tools that Enactor developers use and can therefore take the solution forward without the code being altered.

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