About 200 internal and external integrations were added to the platform, including the CRM system (SAP Cloud for Customer), the marketing automation tool (SAP Marketing Cloud), the customer data management (SAP Customer Data Cloud), the loyalty software (Annex Cloud Loyalty) and the data analysis/data visualisation (SAP Analytics Cloud with SAP Business Warehouse).
Special applications were also needed for more specific use cases, such as telephone integration, chat integration (Sinch Contact Center Pro), link shortening (Sinch Campaigns) or a knowledge base (MindTouch Knowledge Management). Every application has been integrated into Harrods’ IT environment and systems (SAP ECC, SAP CAR, SAP BW, Farfetch). Every available customer touchpoint has been connected and interacts with the platform, from the Harrods app to the currency exchange machine.
Processes and teams are also now standardised and use one single system regardless of the department they are visiting. This reduces complexity, saves IT costs and standardises the user interface.