Case Study: Harrods achieves real-time hamper planning and 20% higher customer satisfaction with SAP BTP

Harrods - Customer Case Study

Harrods, the luxury retailer, needed a faster way to measure demand and supply across its omni-channel Christmas hamper operations, which had been heavily reliant on manual data manipulation and slow planning cycles. Working with SAP and its ECC and SAP Business Technology Platform (BTP), Harrods aimed to create a single view of truth for hamper planning, logistics, and customer service decisions.

SAP implemented a BTP-based solution that unified inventory, supply, and order-fulfilment data into easier-to-consume dashboards and reports, enabling daily or on-demand planning instead of weekly or monthly cycles. The result was a 4x improvement in reporting efficiency, promotion planning reduced from over 6 hours to under 20 minutes, and a 20% increase in Christmas-period customer satisfaction.

Harrods

Erik Rasmussen

Head of SAP & Data Analytics