Our Experience
Building a customer obsessed Digital Retailer
Wiggle set out to build a data driven culture focused on efficient inventory management, front end revenue growth, customer obsession, and the successful integration of its acquisition, Chain Reaction Cycles. This strategy grew revenue to £500m.
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We helped create a customer obsessed organisation, delivering weekly improvements in customer experience. Technology enabled capabilities included advanced customer segmentation and personalisation powered by machine learning and data science, and mapping the full customer lifecycle with real time monitoring through a single customer view.
We streamlined the customer journey across web and app, and built an international digital platform, localised where commercially advantageous, which drove international sales to 60% of total revenue. To support the brand’s promise of “never being beaten on price,” we automated the analysis of millions of prices per hour with dynamic price changes.
Scaling Customer Engagement to Enable High Growth
We partnered with Ocado to deliver a customer transformation that redefined how the business segments and engages its customers, unlocking new opportunities for growth. Legacy marketing platforms were replaced with a streamlined customer experience designed to simplify operations and drive revenue growth.
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At the core of the transformation, we delivered a new Enterprise Data Warehouse to power advanced reporting, analytics, AI and Machine Learning. We also designed and implemented a modern integration platform, enabling API first connectivity and seamless interaction across systems.
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This programme laid the foundations for scalable customer acquisition and engagement across every channel, providing Ocado with the agility and capability needed to accelerate its ambition to grow at speed and scale.
Building the Foundations for Scale and Acquisition
Abcam, a $3bn global life sciences innovator, runs its business like a digital first retailer for scientific products. We completed the delivery of a critical ERP transformation programme, stabilising and extending core functions across finance, supply chain, logistics, procurement, manufacturing, and digital. This laid the foundation for scale, acquisition readiness, and sustainable revenue growth.
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To support Abcam’s five year plan, we implemented a new Technology operating model and established an advanced data science capability. Leveraging AI, machine learning, and deep learning, we accelerated product development targeting, automated molecular image recognition for faster experimental results, and enhanced research insights through citation driven analytics.
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By linking AI directly to product level research data in real time, we enabled personalised customer experiences and measurable digital growth, contributing to Abcam’s landmark $5.7bn acquisition by Danaher.
Rapid Digital Transformation to Brew Global Growth
We supported Costa Coffee on a rapid technology transformation to upgrade it’s digital capability. The programme focused on replacing the end to end technology stack, enabling digital capability to compete with global leaders. This included the implementation of new tills, CRM, ERP, loyalty platforms, pre-order, and advanced data analytics.
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Once delivered, the transformation created a single 360° view of the customer across all channels, stores, web, click and collect, and Express coffee machines in real time. A modern microservices architecture underpinned the new capability, ensuring agility and scalability.
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Marketing was elevated through real time, closed loop campaigns powered by advanced tools, enabling Costa to personalise engagement and drive loyalty. The transformation established a digital first foundation that supported both competitive positioning and the acquisition by Coca Cola for $5.1bn.
Organisational Transformation
Brakes is one of the UK’s largest food wholesalers and food service organisations. Following years of growth through acquisition the business was operating across multiple sites with fragmented processes and legacy systems. To sustain growth and improve customer service Brakes needed to consolidate their operations onto a single, scalable platform.
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Taking architectural leadership we guided the consolidation programme from the ground up. Outdated infrastructure and end of life services were replaced with modern, supported platforms, laying the foundation for stability and future innovation. A 20 year old ERP system was retired, with excessive customisations stripped away to deliver a standardised platform that could be rolled out consistently across sites.
We applied a rigorous architectural approach, ensuring key design decisions, risks, and priorities were managed with clarity and discipline. Alongside the ERP transformation Brakes’ B2B buyer portal was rebuilt from a fragile, poorly scaled service into a secure, high performance platform capable of handling significant transaction volumes.
The transformation enabled Brakes to reduce operational risk, consolidate businesses processes and serve customers more effectively, positioning the business for long term growth and resilience.
