Homebase Boosts Customer Service with SAP

SAP solution with more than 10,000 users helps improve efficiencies at hundreds of stores nationwide

LondonIn a multi-million pound deal, Homebase, the DIY and home furnishing retailer with over £1.5 billion in turnover a year and more than one million shoppers every week, has completed the roll out of mySAP Business Suite to streamline operations for its head office and boost customer service for 278 stores across the UK. Using key elements of the SAP NetWeaver suite, the solution makes significant use of the open integration and application platform, designed to reduce complexity and total cost of ownership.

Homebase has implemented SAP for Retail and the mySAP Enterprise Portal with a primary focus on integrating and improving its supply chain management, merchandise management, inventory management and order processes solutions. Homebase selected SAP for its ability to integrate the company’s supply chain and realign its disparate technical infrastructure. As retail businesses increasingly expand their business models to include multiple channels of customer contact, they will require the flexibility offered by solutions such as SAP for Retail to manage and administer all the information from one central database.

mySAP Enterprise Portal, a component of SAP NetWeaver, is a highlight of the implementation. The portal is significantly reducing the time it takes for Homebase to process customer orders by reducing administrative burdens and providing real-time information. The portal enables store staff to more easily capture complex customer orders and access inventory online through a set of user-friendly screens directly interfacing with the SAP solution and other systems. It takes less than ten minutes for staff to be trained on the portal. The portal will also play a key role in Homebase’s future customer order proposition. More than 1200 staff are also accessing the SAP solution through handheld scanners which have remote control screens, helping them to check the status of products for customers in seconds. As a result, they are able to resolve customer queries more quickly and obtain an immediate stock count.

“As Homebase’s business evolves and expands, we want to provide our staff with the best technology resources to serve our customers,” said Darrol Radley, SAP Support and Development Manager for Homebase. “Technology is at the heart of Homebase’s drive to increase efficiencies in the supply chain and in customer service. The SAP software is empowering Homebase to take this drive forward, in addition to delivering more extensive functionality to our staff and providing them with visibility across the entire supply chain.”

“Homebase made it a priority in this ultra-competitive market to closely tie the store to the needs of the customers and manage stocks through the supply chain,” said Mark Ferguson, Account Manager for SAP UK. “Homebase turned to SAP to meet this challenge, and we are delighted to be helping them respond more rapidly to market changes.”

About Homebase
Homebase was founded in 1979 and opened its first store in Croydon, Surrey in 1981. Today, the leading DIY and home furnishing retailer has nearly 300 stores throughout the UK and serves more than one million customers every week.