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De carphone (UK) stelt de klant voorop met behulp van RedPrairie’s Execution Management Solution


De carphone (UK) stelt de klant voorop met behulp van RedPrairie’s Execution Management Solution. (Bericht in Engels)

STOKENCHURCH, U.K. – The Carphone Warehouse, the largest independent mobile phone retailer in the world, has successfully rolled out an Execution Management application from RedPrairie, a world leading consumer driven optimisation company, to its UK stores, to bridge the information gap between head office and stores.

The Execution Management solution enables The Carphone Warehouse to gain visibility into key trading data and processes in all of its stores, including marketing, merchandising and promotions. The project has been named ‘Customer First Companion’, by The Carphone Warehouse which is driven from an internal branch manager training program – ‘Customer First’.

Chris Martin, Retail Services Team, The Carphone Warehouse, said, “The implementation of RedPrairie’s Execution Management solution has resulted in very positive feedback from store managers. We use e-mail for a lot of internal communication, and we wanted to use the ‘Customer First Companion’ project as a supportive tool designed to drive process improvement in our support centre. The feedback that branch managers give through the system provides for the first time real evidence of where we need to improve. The system also aids efficiency through forward planning and workload management, which encourages pro-active rather than reactive behavior, and delivers far clearer accountability to both support centre and stores.”

Martin continues, “E-mail can be an erratic way to communicate in a business; it’s not always easy to track. This solution avoids duplication, helps priortise actions, and puts all your tasks in one place.”

Further benefits of the rollout have included the confirmation of task completion, so that retail management can get a view of the operational performance of stores. Stores are now able to manage their time more effectively, as they can better plan procedural time, meaning The Carphone Warehouse is becoming an even more operationally efficient business.

230 branches gave voluntary feedback via the system, on the solution in the weeks prior to launch. 93% of the feedback was positive, with 65% very positive, and comments included, ‘Its great, I just hope the departments can handle the amount of feedback they are going to get’, ‘Very useful; helps structure the day to day running of the store’; ‘I think its an excellent tool which makes it a lot easier to plan your tasks and clearly shows what needs to be done, and when’, and, ‘In time, when all the future features are added, it will bridge the gap between retail and head office.’

Martin Hiscox, Vice Chairman of the Board, Managing Director and President International, RedPrairie, said, “We are delighted by the positive feedback that The Carphone Warehouse have received for this project. RedPrairie’s Execution Management application is high performance, web-based software that dramatically improves retailers’ ability to design, execute, and monitor processes and programs that are executed in stores.”

About The Carphone Warehouse

The Carphone Warehouse has over 805 stores nationwide. Stockist details: or from The Carphone Warehouse Direct Sales on 0800 925 925. The Carphone Warehouse is the largest independent mobile phone retailer in the world with 2,400 stores operating across 10 markets. The company is committed to offering impartial and expert advice on the widest range of the latest product plus unbeatable, aftersales care.

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