eCaaS - e-commerce as a Service

 

THE SERVICES

• e-commerce as a Service (e-commerce Operations Management)
• e-commerce, digital and strategy consulting services
• Project Management consulting services

THE APPLICATIONS 

• Shopify
• Comestri PIM
• Other 3rd party apps & integrations

 

THE BUSINESS

Lulu & Rose is an Australian contemporary womenswear label that delivers a collection of effortless pieces that are both feminine and versatile. Whilst inspired by trends and what reflects the new & the now, the designs are still forever wearable and move from day to night with ease. The Lulu & Rose Brand operates under license to the Accent Group.

The Objectives

Lulu & Rose (now part of the publicly listed Accent Group) required a range of operational, e-commerce, digital marketing, strategy and project management expertise over an 18 month period whilst they navigated significant growth in Australia. Activities included:

  • Ensuring Channel Performance KPIs were in place and managed ongoing

  • Driving opportunities to increase revenue

  • Driving opportunities to reduce operational expenditure

  • Driving opportunities to improve customer experience

  • Ensure any website operational incidents are dealt with in a timely fashion

  • Work alongside other teams on customer facing and other business/operational projects

  • Identify current channel objectives and assessing performance against objectives

  • Manage e-commerce technical architecture and support structure, including all 3rd party service providers and performance contracts

  • Manage daily operations required to run the e-commerce channel, including management reporting, managing issues & risks within the channel

  • Manage progress against Strategic Plan

  • Digital marketing and branding initiatives alongside agencies and in-house team

The expertise provided by it works:

  • Access to technical skills and experience when needed

  • Access to established and proven set of channel KPIs and Metrics

  • Access to proven strategies to improve profitability

  • Access to experience in the following critical areas:

    - e-commerce Channel Management

    - Brand Marketing

    -Technical Project Management

    -Operational Change, Configuration and Release Management

    -Business Analysis, Testing and remediation

    -Digital Marketing, Analytics and Reporting expertise

    -System Performance and Availability Management

  • Access to information on latest services and solutions

  • Access to strategic planning and project management expertise as required

The Outcome

Working alongside the Lulu & Rose leadership team, the it works team were able to ensure continuity in channel operations, maintain online channel growth targets were met and helped the Lulu & Rose team drive the successful implementation of key ecommerce initiatives over the course of a very challenging trading period.