The Works

Case Study


The Works is one of the UK’s leading multi-channel specialist retailers of value gifts, arts, crafts, toys, books and stationery. Together, we look forward to helping them deliver a high-quality customer experience across its 530 stores in the UK and Ireland.

The Works looks to the future with Enactor to improve its omnichannel proposition beyond simple click & collect, taking advantage of mobile POS, self checkout, in-store ordering, store inventory management and self checkout.

The Challenge

So The Works – the business is investing heavily in its proposition, seeing a gap in the market for their retail offer. They saw they needed to improve their omni-channel beyond just simple click and collect, understand their customers better and use that to improve their loyalty proposition and also improve in-store efficiency with things like mobile POS and self checkout, and they couldn’t do that with their old system

The Solution

Initially they are deploying Enactor on Demand POS and Payments, but going forward they want to be able to take advantage of functions like Mobile POS, self-checkout, in-store ordering, store inventory management and better understanding of their customers.

They bought Enactor because of the platform nature of the product, they see the initial POS like for like replacement as the start of the journey – the real value comes beyond basic POS, so not just the extended functionality, but taking advantage of the toolkit and being able to control more of their own destiny


Alistair Fuller, IT Director at The Works said: “We realised that there was a gap in our retail offering to customers specifically in the delivery channels. We were actively on the hunt for a system enabler that would take our multichannel proposition to an omnichannel synergy. We needed to go beyond basic click and collect journeys. With Enactor, we found the ultimate solution! Their POS is an out-of-the-box concept that offers both technological agility and the flexibility needed in the modern retail environment. We can now understand our customers better, improve their loyalty proposition, level up on our in-store efficiencies and give both the brand and the customers a brand new value-added shopping experience”.


Post implementation, The Works can facilitate seamless transitions in their customer journeys as the real value to these journeys will not just branch from the Enactor POS, but also from the extended functionality enabled via the Enactor Toolkit. The Toolkit will be a true differentiator that allows The Works to do their own system configurations with progressive change and allow them to gain full control of their own retail destiny. By having this liberty to design, The Works will not only be turning its back on legacy platforms and vendors but also legacy operating models.

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