Bi Case Study

Case Study Littlewoods Retail LTD

The Company
A leading UK retailer, founded in 1923 as a football pools business by the late Sir John Moores, Littlewoods is still privately and wholly owned bythe Moores family.

CHALLENGE
Migrate all customer data and improve name and address matching to enhance data warehouse information to drive a single customer view for integrated customerrelationship management initiatives.

The home shopping division launched in 1932, and the first Littlewoods store opened in 1937, followed by the first Index store in 1985. Based in Liverpool, Littlewoodsemploys more than 25,000 people, over half of whom are located in the Northwest. Littlewoods is the UK’s second largest home shopping business and its fourth largest clothing retailer, with retail salesof £2.5 billion. The traditional agency home shopping catalogues are Littlewoods, John Moores, Janet Frazer, Burlington, and Peter Craig. Littlewoods Extra is a direct shopping catalogue. Littlewoodshas 118 stores, into which it is introducing a new format that represents a £120 million investment. There are 181 catalogue locations, 99 within Littlewoods stores.

SOLUTION
Trillium SoftwareSystem®

RESULT
A complete and accurate singlecustomer view to enhance its home shopping business, while reducing bad debt and achieving 100 percent data quality by consolidating multiple customeraccounts and streamlining data quality processes.

The Challenge
Littlewoods Retail Ltd set up a database build timetable for the construction of a data warehouse linked to the development andimplementation of a customer relationship management (CRM) solution. The development involved migrating customer data to a new system platform and building a centralized customer database. In addition tothis effort, Littlewoods is planning a review of its call centre CRM applications. Littlewoods’ existing database infrastructure and tools were no longer providing adequate functionality, capacity, or...