Harvey Nichols

Case Study

Harvey Nichols is an international luxury lifestyle retailer specialising in brand name merchandise. The company has stores in London and the major UK cities as well as Riyadh, Kuwait, Dubai, Istanbul, Ankara and Hong Kong.

The Challenge

Offering excellent sector-leading service is a critical element of the Harvey Nichols offer to its customers. Enactor wanted to honour this as well as add further value to the business by connecting customers in new ways.

Assisting and engaging customers on the shop floor and providing access to product and stock information requires that staff have access to applications that deliver data reliably and fast.

The Solution

Following the success of click and collect in the Knightsbridge store, Harvey Nichols’ IT team initiated projects to implement Enactor Loyalty, CRM and POS. Keen to quickly gain the benefit of these systems and to prove them ahead of the pre-Christmas trading period, Enactor agreed to deliver a system to run Harvey Nichols’ new Birmingham store in just seven months.

The Enactor solution offers sales and card payments running on tablets and mobile servers, as well as conventional thick POS located in wrap rooms as contingency against WAN failure. Staff carry the tablets as they move around the store serving customers. The tablets support network-enabled printing and cash drawer operation as well as Bluetooth-enabled PEDs.

The Enactor system offers new possibilities for customer engagement. An innovative new loyalty system comprises a front-end rewards app that runs on customer mobile phones and the Enactor loyalty engine running from central servers. Using the consumer loyalty app, staff can perform customer data enquiries, view VIPs, linked promotions and loyalty points balances.

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