High Street Chain

Transformation of high street chain’s digital offering to improve customer experience and increase sales

Credera used technical expertise to help our client architect and deliver a new digital cloud native web platform which would help to sustain their online growth.

At a Glance

This high street chain was failing to keep pace with new online entrants to their space and needed to shift their customers' perception of them as a high street store to an omni-channel pharmacy. Credera helped to move them onto a sustainable, future-proof platform which integrated with external services such as the NHS, increased profit, and improved their Net Promoter Score.

The Challenge

Cloud-native flexible platform required.

Companies must pivot their offerings to remain competitive in a digital marketplace. This high street chain was failing to keep pace with online-only competitors, and considered the successful delivery of a new omnichannel platform to be strategically important. They required expertise to manage the platform build, implement agile ways of working, and provide specialist architectural knowledge of Microsoft Azure. This was their first significant usage of the cloud and the scaled agile methodology, and this strategic initiative was regarded as the building block for future digital initiatives. Managing multiple supplier teams to build a flexible, sustainable platform and way of working.

The Solution

Managing multiple supplier teams to build a flexible, sustainable platform and way of working.

We managed and led a diverse team of vendors, contractors, client staff, contractors and Credera staff to launch a flexible e-commerce architecture. We provided the overall programme, agile, and architecture leadership, with a firm focus on delivering the company’s business benefits.

As part of the engagement, we made sure that the clients’ team were empowered via knowledge transfer to support the platform and to ensure the sustainability of the cloud solution.

We also designed and established critical support capabilities, including strengthened commercial management and a new service management team.

The Results

New omnichannel platform built and launched in eight months.

In conjunction with a national marketing campaign, the platform trebled order volumes within the first month of go-live, with sustainable further growth predicted in following months.

Using the analytics capability to simplify customer journeys, our client enriched the customer experience and saw a significant improvement in their Net Promoter Score.

Due to our implementation of new ways of working and adoption of cloud, the new platform was launched within eight months of project initiation and provided the basis for future digital programmes within the organisation. It significantly improved the clients’ time to market for new services and products, establishing a competitive online presence.

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