The aim of the programme was to improve the order capture and management experience for customers and employees and to maximise the efficiency of fulfilment services.
The programme consisted of four major components. The first was the integration of demand management with the retailer’s distribution centres. The second was about improving availability management for customers and employees and integrating that function with the retailer’s third-party distribution organisations. The next component was focused on the development of a single view of the customer for contact centres and online orders – it also addressed self-service functionality and a more consistent billing experience. The last was around omni-channel payments and the delivery of a payment and profit protection solution for card payments.