{"id":541262,"date":"2019-01-04T11:18:00","date_gmt":"2019-01-04T11:18:00","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=client-story&#038;p=541262"},"modified":"2025-03-07T07:52:58","modified_gmt":"2025-03-07T07:52:58","slug":"matalan-improves-customer-service-with-new-in-store-systems-from-capgemini","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/matalan-improves-customer-service-with-new-in-store-systems-from-capgemini\/","title":{"rendered":"Matalan improves customer service with new in-store systems from Capgemini"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/customer-service-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/customer-service-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/customer-service-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/customer-service-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/customer-service-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/customer-service-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/customer-service-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/customer-service-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/customer-service-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client Stories<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Matalan improves customer service with new in-store systems from Capgemini<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/Matalan-improves-customer-service.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Matalan-improves-customer-service.pdf<\/span><span class=\"type\">151 KB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/matalan-improves-customer-service-with-new-in-store-systems-from-capgemini\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/matalan-improves-customer-service-with-new-in-store-systems-from-capgemini\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">A complete revamp of in-store technology featuring a customised electronic point-of-sale system has helped leading UK retailer Matalan provide better customer service and faster checkout times.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-the-situation\">The Situation<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Matalan is one of the UK\u2019s leading clothing and homewares retailers, trading from 6.5 million square feet in some 190 out-of-town stores. The technology being used within the business was more than 10 years old and was becoming a constraint on the efficiency of the company\u2019s operation. It was decided to replace all core systems within finance, supply chain, retail and marketing in a \u00c2\u00a325 million program.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-solution\">The Solution<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A new customised electronic point-of-sale (EPOS) system was one of the core elements of the overall change program, and was carried out in partnership with \u00c2&nbsp;Capgemini as consultant, project manager and system implementer.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-result\">The Result<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The new EPOS system is making strides toward achieving some of Matalan\u2019s most pressing challenges in the key areas of customer service, responsiveness to \u00c2&nbsp;changing patterns of demand, staff\/system interfacing and promotional effectiveness. It is also enabling Matalan to accommodate and exploit new developments in retail technology, both current and imminent, such as chip-&amp;-pin credit cards and the use of PDAs by mobile in-store sales staff.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em><strong>\u201cCapgemini have done a magnificent job of applying the right point-of-sale technology for our fast-moving retail environment. Their consultants were able to achieve terrific \u00c2&nbsp;rapport with Matalan staff at all levels while challenging accepted convention and proposing stimulating and innovative new ideas of their own. The net result is a very \u00c2&nbsp;significant boost to our capabilities in key areas such as customer service and flexibility of response.\u201d<\/strong><\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em><strong>\u2014 Nick Beighton, Change Management Director and Chief Information Officer, Matalan<\/strong><\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":103,"featured_media":541265,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"7f97c123-f1a6-4c13-9b7d-c4809891fc9c\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[],"brand":[],"service":[],"industry":[],"partners":[],"country":[],"content-group":[],"class_list":["post-541262","client-story","type-client-story","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - 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