Upgrading IT Infrastructure to Support Rapid Growth at Fat Face
Operational Efficiency
Implemented a new mail order system, consolidating operations and improving service.
Stock Management
Transferred approximately 40,000 stock units to a new mail-order warehouse.
Faster Delivery
Achieved next-day delivery for orders dispatched by 3pm, enhancing customer satisfaction.
Challenge
Outdated IT infrastructure unable to support business growth plans
Fat Face, a rapidly growing multi-channel clothing brand known for its high-quality men’s, women’s, and children’s wear, operates across the UK and France with a home shopping channel. Facing issues from fragmented and outdated IT systems, Fat Face required a robust infrastructure to support its growth. The existing Merchandise Management System (MMS) had not been upgraded for four years, necessitating an upgrade to address inefficiencies and support future expansion.
Approach
Strategic upgrade supported by experienced project management teams
PMC was first engaged to select a new MMS supplier but was later retained to manage the entire upgrade program. PMC evaluated Prologic MMS and three other systems, ultimately recommending Prologic for its strategic alignment and lower risk. PMC then worked with Fat Face and Prologic through workshops to redesign business processes and integrate the upgraded system effectively.
Solution
Comprehensive system enhancements
The project involved upgrading the MMS and implementing a new mail order system. Key improvements focused on supply chain management, stock integrity, and mail order efficiency. PMC managed the development and integration of the new mail order system with packing and call centre functions. This also included defining reporting requirements, integrating web and mail order systems, and transferring approximately 40,000 stock units to the new warehouse.
Outcome
Improved efficiency and customer service
The successful implementation of the MMS upgrade and new mail order system resulted in better stock integrity and streamlined operations. Fat Face now ensures next-day delivery for orders placed by 3pm, significantly enhancing customer service. The MMS upgrade has also improved store allocation and merchandising analysis, providing better insights into sales trends. Thanks to PMC's management and expertise, Fat Face enjoys faster delivery times and improved stock visibility.
Our growth brings the issues that any business faces when it goes through exponential growth. A key problem was that our systems were fragmented and our infrastructure had been built in a fairly haphazard way. We needed to solidify the infrastructure and put the systems in place that could handle business volumes going forward and cope with similar growth increases over the next three to four years.
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