Dixons Carphone

Dixons Carphone is Europe’s leading specialist electrical and telecommunications retailer and services company. It employs over 40,000 people in 12 countries and has over 3,000 stores across the continent.

Workforce management implementation

Following a successful merger of two high profile retail chains, Dixons Carphone set about an ambitious transformation programme to quickly and efficiently overhaul their work force management solution responsible for scheduling 17,000 staff across stores nationwide.We were brought onto the project as business change managers to engage, communicate with and train the business, ensuring new tools and processes were embedded and maximum benefit was gained from the technology.

RESULTS

Significantly enhanced user adoption and engagement of system

Customer journey transformation

Dixons Carphone launched ‘The Say Yes More Project’ to enhance their customer journey and rapidly fix key issues. The project team analysed customer feedback and rapidly designed solutions to instantly improve their customers experience.  We led the Change Management; creating and delivering the business change, cultural change and communication strategies.   We achieved a high level of positive engagement from stakeholders at all levels, resulting in exceptional improvement ideas which would have an immediate impact.

Reduced returns call waiting time

-45 minutes

How refreshing! A great cultural fit and fresh approach. They were able to challenge our thinking and add real value to be able to successfully deliver and embed WFM across the stores.

Robin PhilipsProject Manager, Dixons Carphone