“BEING AT THE nexus of current technology changes – social, mobile, cloud, analytics, Internet of Things – retailers face an exciting challenge of keeping pace with customer expectations while continuing to deliver 24x7x365 reliability and service,” says Simon Kennedy, CIO at the Warehouse Group.
Kennedy says this environment has prompted the group to ensure they are at the forefront of this challenge within the New Zealand retail sector.
“We will continue to challenge ourselves to move fast and stay focused on the customer,” says Kennedy.
The Warehouse Group brands – The Warehouse, Noel Leeming, Warehouse Stationery and Torpedo 7 – will benefit from the range of digital and customer focused projects in the coming year.
In addition to these brands the Warehouse also has pure online retailer businesses and a financial services pision, Warehouse Money.
Kennedy says the ICT team’s biggest projects are around website platforming, customer data management, store point of-sale refresh and further digital enablement.
In addition, the team will be working on in-store customer experience systems, new web platform capabilities founded on Demandware, communication and collaboration technologies building on their digital workplace program, and improved support for mobility and security.
The Warehouse Group has invested in systems, technologies and team members to become an omnichannel retailer. All of the group’s retail brands are fully online. In addition, the group provides ‘omni-channel’ services – straightforward home delivery, ‘click and collect’ (order online and pick up in store) and ‘endless’ aisles’ (order extended ranges from within smaller stores). The online channel continues to grow, year on year, totalling $18.8 million in FY11 to $149.2 million in FY15.
The group also branched into finance services and insurance through Warehouse Money, and into the mobile network space through Warehouse Mobile.