Case Study: One of the Largest Department Stores in the UK achieves 80% online sales growth and 50% lower fulfillment costs with HCL

HCL Helps A Leading Retailer Increase Its Multi-Channel Sales

The customer, one of the largest department stores in the UK operating in 28 countries, partnered with HCL to transform its unstable fulfillment platform and improve multi-channel customer experiences. Facing limited capacity for growth, rising online order costs, and unmet consumer expectations, the retailer engaged HCL’s Future Fulfillment program to re-engineer store processes and modernize IT systems for omni-channel retailing.

HCL stabilized the platform to a 24/7 environment, implemented capabilities such as Collect from Store, Amazon Trading Hub and PayPal integrations, endless aisle, next‑day delivery/collect, drop shipping and streamlined returns, and set up an iterative fast‑track development approach. As a result HCL enabled online sales to grow 80% year‑on‑year, reduced the cost to deliver an online order by 50%, improved customer satisfaction KPIs beyond expectations, and drove measurable in‑store sales uplifts where next‑day delivery and endless aisle were implemented.