Top Global Retailer

How One Top Global Retailer Reimagined Its Apparel Business to Put Shoppers First

Elevated e-commerce helped the retailer refresh their apparel brand and drive loyalty through more connected experiences.

When one of the largest global grocery and general merchandise retailers in the world wanted to give their apparel business a makeover, Publicis Sapient leveraged years of expertise in technology and design to get the job done.

2010 - 2012

The Journey Begins

Publicis Sapient partners with one of the top-five retailers in the world to scale their online grocery platform in the United Kingdom and move their non-food retail business off Amazon to establish an independent channel.

2012 - 2013

Online Grocery Goes Global

With early success, Publicis Sapient helps expand the retailer’s online grocery capabilities into broader international markets. Improvements to supply chain are also implemented, allowing scale to handle larger orders and peak volume.

2013

A Whole New Look

Publicis Sapient delivers digital transformation of the retailer’s apparel business. Innovation includes new brand positioning, a full-scale digital platform strategy to elevate e-commerce and a reimagined loyalty program.

2014 - 2016

Transformational Shift to Agile Teams

With an innovation mind, the retailer works with Publicis Sapient to adopt an engineering-first organizational mindset, with focus on a more agile way of working and lean engineering teams capable of delivering high-quality results with speed.

2016 - 2018

Re-Engineering for Digital Commerce

The retailer advances their digital capabilities, moving to a service-based model architecture, developing a global content management system, and moving non food business to a bespoke e-commerce solution.

2017 - 2020

Always Innovating

With a strong foundation for growth, the retailer continues to optimize and scale grocery and supply chain experiences with services like improved scan-as-you-go mobile features, delivery van scheduling and in-store picking optimization.

The Imperative for Change

In 2013, the retailer decided they wanted to reimagine their global apparel business. At the time, their business model existed in fragments, with standalone franchise stores in select markets and almost no online presence.

The retailer aimed to affirm its visibility in the global market as an affordable high-street fashion brand. On the backend, the retailer aimed to ramp up e-commerce and integrate apparel offers into broader in-store promotions.

The Transformative Solution

With a team of more than 300, Publicis Sapient led a complete e-commerce and branding transformation, from concept and branding strategy, to design and implementation.

E-commerce: Publicis Sapient built a core underlying e-commerce platform In Oracle ATG and integrated e-commerce into supply chain operations.
Branding: Rolled out an elevated brand strategy and built a new website optimized for customer experience.
Loyalty: Expanded the retailer’s existing grocery loyalty program to include apparel, enabling better cross-sell opportunities while building deeper emotional relationships with customers. Apparel and grocery integrations were also added to mobile applications and in-store kiosks.

The Business Impact

The retailer's new loyalty program became a quick success, rising to one of the top five best programs across the organization upon launch in 2015.