Case Study: Harrods achieves 100% process visibility and automated customer alerts with Bizagi

Harrods automates watch repair process for improved security and optimized customer service

Harrods, the London luxury department store, needed to modernize its in-house bespoke watch design and repair service. The existing paper-based workflow made it hard to track watches, communicate progress to customers, and ensure governance and security for high-value items.

Using Bizagi, Harrods digitized and automated the end-to-end process in two months, delivering full visibility for staff and automated customer alerts from drop-off through collection (including call-to-collect). The solution saved employee time, strengthened process governance for watches up to £2M, and improved customer service with timely status updates.

Harrods