by James Young
The new partnership involves the creation of an integrated platform which will allow colleagues across Carphone Warehouse to record and track a range of queries and issues, including refund submissions for customers, store delivery queries, customer bonus enquiries and fraud reporting.
The system is an entirely digital platform, making all business processes more transparent and easier to track. The system update will ultimately save time for colleagues and allow them to deliver a more efficient service to customers.
Andrew Lee is Head of Continuous Improvement within the group and has been responsible for finding a new solution which aligns more effectively with the company’s business strategy of Smart Operations. He took on a legacy system which consisted of a multitude of outdated processes across the business which were more difficult to track, and had a vision to consolidate them all, by bringing them together under one digital system.
Castrum worked with Andy and his team in order to make the DNA vision a reality. Today, the Castrum Platform is deployed within Dixons Carphone, using secure webforms to execute processes and flexible workflow to manage them from end-to-end. Approximately 15,000 users have access to the solution, from colleagues in retail stores to those handling requests in the group service centre.
Mark Brooks, CEO at Castrum, stated
“To say this project was challenging would be an understatement. Dixons Carphone’s requirements were extensive and evolved significantly as we came to understand more about their vision and working practices. I’m pleased to say that the Castrum Platform was flexible enough to accommodate these needs and the result is a fantastic achievement for all parties. It has been a pleasure working with such a progressive business.”
Andrew Lee, Head of Continuous Improvement at Dixons Carphone, commented
“At the beginning of this project we threw down the gauntlet to Castrum. My team and I had a vision for DNA and we needed a partner that could help bring our goal of enhanced Business Process Management to reality. Since we launched the platform we have seen this happen and are embarking on a real transformation of how we manage data, processes, and productivity across our Business. Our recent rollout has been a huge success and opens up a range of opportunities not only across our Sales Channels, but within our Support Centre and Services Teams where DNA can truly support our vision of enhancing how Dixons Carphone deliver connected technology to our Customers.”
The Dixons Carphone Group was formed via the Merger of Dixons and Carphone Warehouse in 2014. Today the group employs over 40,000 colleagues in 12 countries.