Generic Retail

Retail Telecommunications Consulting for West End Department Store

Overview

CAS was engaged in November 2011, to provide consultancy and project support to assist with their Telecoms development plans for the business.  This was to create more retail space within the main store at Knightsbridge.  To achieve this they proposed to relocate some of the back office staff to alternate premises in Hammersmith.

 At the same time the lease on their distribution centre in West London was due to expire and new premises had to be found for the relocation.  A new development site in Berkshire was selected for this purpose and building works commenced.

CAS Delivery Scope

One of the key business objectives for the project was to relocate the staff to Hammersmith and have the new distribution centre in operation prior to the start of the London Olympics at the beginning of August 2012.  This date was a key factor due to the anticipated road closures and lock down of telecom services due to the security issues and barring of access to cable ways/manholes in the public highways in the Central London area.

CAS started work as part of the Telecoms/IT team by preparing a Request for Proposal (RFP) following the discovery phase and user profile analysis.  This was to be issued to suppliers looking at the options available for a new IP based telecoms system.  The RFP also included a Unified Communications capability along with Contact Centre, IVR, Hot-desking, Voice Recording and Remote Working.   Another key requirement was that any proposed system could be implemented at the new locations, with potential for further growth of up to 3,000 lines for the main store in Knightsbridge; where it was planned to migrate away from the existing legacy PABX system over a longer period.  A key factor was the ability to integrate and interwork with the existing system and deliver the system in a very stringent timescale, as well as being future proofed for the longer term.

Once the proposals were received the rigorous evaluation and supplier discussions were undertaken, with Siemens (now Unify) coming out as the successful supplier providing an OpenScape IP based solution with nodes at all 3 locations.  The project was carefully managed by CAS from both sides with the office relocation at Hammersmith and Distribution Centre in Berkshire coming on line as planned, two weeks prior to the start of the Olympic Games with staff being relocated at the same time.  The system consisted of a new contact centre for on-line shopping and calls were starting to be taken for the renowned Christmas Grotto.

Project success

Overall the project was a success, meeting the critical timescales with Business Continuity and Disaster Recovery being a major consideration when planning and delivering the resilience of the overall scheme.