2015 Winner Profile

Harry Rosen Inc.

Project Description:
Harry Rosen Inc., a high-end Canadian men's clothing retailer, is known for its extremely personalized customer service. It has long kept records on customers' clothing preferences, shopping frequency and average purchase price, allowing sales representatives to make timely sales recommendations. Over the last decade the system has evolved from a paper-based system to a state-of-the-art CRM system. Its CIO saw an opportunity to better serve his customers. When a customer came to one of its stores unannounced, the attending salesperson would need to go to the computer station to access the CRM, leaving the customer unattended. So the retailer added mobile capability to the CRM system, enabling sales representatives to provide more personalized service without leaving the customer's side. This approach to the customer experience has helped Harry Rosen Inc. capture 40 percent of the market share, grow its customer base and increase sales per client visit.
Project type:
Business Intelligence or Data Analytics, Customer Service or Customer Relationship Management (CRM), Mobile or Wireless
Business Functions:
Marketing, Sales, Customer Service or Support
Business Goal:
Customer Impact
Stephen Jackson, CIO
Larry Rosen, CEO
Toronto, Ontario
Retail, Wholesale or Distribution
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