Delivering digital transformation in brick-and-mortar retail
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- honeyBee
- MuleSoft’s Anypoint Platform
Tech Stack
- API-led connectivity
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Revenue Growth
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Use Cases
- Retail Store Automation
- Supply Chain Visibility
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Dixons Carphone is Europe's leading specialist electrical and telecommunications retailer and services company. The company employs over 40,000 people in nine countries. Dixons Carphone focuses on helping customers navigate the connected world, offering a comprehensive range of electrical and mobile products, connectivity, and expert after-sales services. The company is committed to driving customer differentiation through the in-store experience and through the product expertise and purchasing guidance that its sales associates provide.
The Challenge
Dixons Carphone, a leading specialist electrical and telecommunications retailer in Europe, faced the challenge of differentiating its in-store customer experience to compete against e-commerce vendors. The company aimed to drive consistent sales execution and gain deeper insight into sales and colleague performance. It also sought to optimize the customer buying journey and remove friction due to manual processes. The challenge was compounded by the expansion of Dixons Carphone's product offerings, which increased the breadth of sales expertise required of in-store sales teams.
The Solution
To support in-store colleagues, Dixons Carphone developed honeyBee, a platform to build, deliver, and manage digital customer journeys. The platform provides customers with a best-in-class digital guided sales experience while providing those on the shop floor with a transformational operations platform. Each sales associate is provided a tablet from which they, and the customer, can jointly access the honeyBee platform. The platform helps the customer navigate through a consistent journey alongside the associate, from exploring different purchasing options and comparing products, to making a recommendation based on their needs. Dixons Carphone uses honeyBee to automate what had previously been paper-driven processes. For example, credit checks are now completed automatically and for the specific case of mobile phone sales, honeyBee also serves to manage the carrier set-up and activation process as well.
Operational Impact
Quantitative Benefit
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