With the emphasis on continually improving the customer experience and growing the business, Squires has invested heavily in its people, stores and systems.
Despite investing heavily in some of the latest retail systems, many service activities have stayed the same for many years. Largely governed by paper-based routines, these activities are time-consuming, expensive and distracting for the centre staff.
The operation of each garden centre is managed by a local store manager and the performance of each centre can vary. The safe, legal and operational store activities are of paramount importance but are generally run on the same paper-based forms that have been used for years, which gives the business no visibility of what has been done and when.
Andy Bunt, Group Operations Manager at Squires commented,
“We currently have 14 stores and are expanding, so ensuring we are 100% compliant and are focused on delivering the best possible customer experience is a top priority for us. We constantly review the way that we operate to better engage with our customers. Ensuring the core store activities are completed and that staff were guided through their working day to optimise their time presented us with a real challenge”.