The Space NK Story
Starting out in 1993 as a single store in London’s bustling Covent Garden showcasing an expertly curated selection of beauty discoveries from around the globe, Space NK has become the ultimate destination for luxury beauty must-haves.
In store and online, customers will find a finely-honed edit of the most innovative products in the beauty world, including super-charged skincare, cutting-edge cosmetics and game-changing gadgets. This unique selection comprises over 70 brands, including Eve Lom, Laura Mercier, Nars and more.
Today, Space NK is a global business with over 60 stores in the UK and Ireland, 29 retail outlets in the US and an ecommerce business that ships to 56 countries around the world and a strong wholesale business servicing their extensive customer network. However, delivering a personal and bespoke service remains of the utmost importance to the company and endures as the signature mark of the Space NK customer experience.
Space NK had clear requirements for a new system to accelerate their digital transformation and keep the personalised quality of service they have become known for. They wanted to establish a common platform that could deliver the transformation and insight their global retail and wholesale operations needed to be a 21st century leader in their field. With several disparate applications, including an ailing Elucid platform, the opportunity to deliver on their digital promise, while simplifying operations and leveraging data to improve decisions and efficiencies was critical for the future success of Space NK.
As a longstanding customer of The NAV | 365 People (TNP), Space NK were using an early version of Microsoft Dynamics NAV which had served the business well but, was in need of a well-earned refresh that would deliver all the bounties of a modern platform.
TNP set to work upgrading the to the latest version of Dynamics NAV (now Dynamics 365 Business Central), blending the innovative elements of nHanced 365 (developed by TNP) to create a strong, flexible and future proofed platform on which Space NK could continue their Global, Digital journey. Deciding now was an ideal time to upgrade some of the legacy solutions in the business, Space NK retired their point of sale (POS) software and the Elucid platform responsible for sales and stock management in favour of LS Retail, the retail and wholesale enhanced version of Dynamics NAV.
Beauty at a click
Space NK have always put their clients at the centre of everything they do and wanted them in the driving seat when it came to their shopping experience. So, whether it’s online, instore, mobile or human to human, the Dynamics platform is enabling the company to develop a state of the art, digital experience. With the tools to deliver a modern Omni channel model their customers can look forward to a greatly improved buying journey.
Clients have the option to purchase products via the website on any device or in person at the store and then choose the delivery option most convenient to them, whether delivered to a fixed address or click & collect. The endless aisle approach means that both their B2B and Consumer customers will always be able to get the products they want, when they want and how they want.
Powered by a multifunctional modernised platform that supports global reach, the Space NK ecommerce business continues to go from strength to strength, with the company shipping orders to 56 countries around the world. Clients can now enjoy the Space NK experience regardless of how they shop and where they live.
As a result of the project Space NK were able to further refine their processes by tightly integrating their 3rd party loyalty card program with Dynamics NAV. Space NK N.dulge is a two tiered program that rewards points based on spend and allows members to enjoy a host of exciting benefits including birthday treats, exclusive invites and special privileges such as exclusive offers, double points days and early access to sales.
With the new insights provided by the Dynamics platform, Space NK are able to identify the buying trends and behaviours of their customers and deliver more relevant and personalised campaigns to improve up-sell, cross-sell and customer retention.
Greater control and compliance
Bringing the customer loyalty program in-house has not only reduced costs but enabled the company to more easily ensure compliance with General Data Protection Regulation (GDPR).
Identifying the type of data and where it is located forms the very foundation of GDPR compliance. With the data held within Dynamics NAV, Space NK have complete control to achieve the privacy goals and mandates of the GDPR.
Optimising warehouse operations
As part of the upgrade, Space NK chose to replace Elucid, their legacy and ailing warehouse management system. The new platform enabled the deployment of mobile technology giving operatives easy to use handheld devices, enabling them to locate and pick items more efficiently and accurately. As a result SpaceNK have seen a 55% increase in warehouse eCommerce fulfilment speeds, meaning that operations have been able to leverage flexibility in their processing capacity.
Greater visibility has also increased the speed and accuracy of stock taking, with reduced losses as shrinkage issues can be identified more easily. With the digitisation of the warehouse operation and the real-time updates and reporting, Merchandising decision making is more informed with greater insight into product performance and availability, something which is having a positive impact on their customers.
Responding innovatively to customer needs
Space NK really wanted to soften the in-store experience, instead of traditional retailing where employee faces off against the customer over the counter, Space NK wanted their consultants to be free to mingle, chat and advise clients and still have the opportunity to capture the sale.
The new feature rich platform supports the mobile point of sale which gives branches the option to tailor the sales experience to customer requirements. With handheld POS devices, store employees can roam the floor assisting customers with enquiries, checking stock availability and employ upselling and cross selling strategies. No longer constrained by an anchored POS solution, stores can relieve pressure on the fixed tills by enabling customers to make purchases on the sales floor without queuing in a lengthy line.
The result is a more engaging, attentive and enhanced customer experience.
“TNP have the same vibrant and bespoke approach to business as we do. Their ability to understand our requirements and deliver an innovate solution tailored to our needs is the driving factor behind our long-standing customer relationship.” Chris Wakeham, Group CTO at Space NK
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