Lakeland cooks up omnichannel excellence with PCMS


This article is brought to you by Retail Technology Review: Lakeland cooks up omnichannel excellence with PCMS.

Kitchenware retailer, Lakeland, has completed a successful implementation of next generation VISION Commerce Suite solutions and services, from PCMS, a global retail technology and managed services provider.

Transitioning away from an end-of-life product to the unified commerce solution will provide Lakeland what they need now, and enables them to innovate future propositions whilst remaining true to their strong values of providing quality customer service. The VISION Commerce Suite combines PCMS' many years of in-store solutions experience with the latest technology, delivering the seamless experience demanded by connected customers.

Gary Marshall, Operations Director at Lakeland, said: "As a business we are entirely focused on meeting the needs of our evolving and expanding customer base. PCMS has been instrumental in providing us with a mobile-capable platform, enabling us to focus more on mobile strategy in the future – a key driver for today's consumer."

"Implementing true omni-channel solutions in a retail estate is more complex than simply replacing a PoS solution – we are extremely pleased that the partnership approach adopted by PCMS enabled great flexibility during the project, culminating in a successful rollout to all stores which was received very positively by our store colleagues," Marshall concluded.

Ensuring a seamless transition to the new platform by owning the interfacing project, PCMS completed the implementation in November 2016, in order to ensure the new solution could support Lakeland during the key peak Christmas trading period.

The new system will also enable the kitchenware retailer to implement new services that further enhance their customer experience. This year, Lakeland will be reviewing their mobile requirements, a key strategic move for the retailer as it looks to create a frictionless customer experience. In addition, it will also provide the ability to add in-store purchases to Click & Collect orders within a single transaction for more seamless shopper encounters.

The VISION Commerce Suite Channel Manager component integrates to the retailer's gift card scheme, opening up new marketing opportunities for Lakeland to further engage with customers. By breaking down the barriers between online and in-store purchasing and implementing a unified gift card programme, Lakeland will benefit from a single view of their customers' spending profiles.

The new Commerce Suite, deployed throughout the entire estate of 300 tills, which is also managed and supported by PCMS services, allowed Lakeland to realise immediate benefits, including better management of resources and simplified processes, freeing up the store associates' time to focus on the customer. What's more, by integrating the order management and making this visible via the PoS provides staff with a single view of stock.

Steve Powell, Sales Director at PCMS, commented: "PCMS is delighted to partner with Lakeland. I am confident that PCMS' solutions and services will provide Lakeland a strong platform for future growth and we look forward to a long and successful partnership".

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