CRM and support systems for luxury retail
Billy McColl built CRM and internal support systems for three of the UK’s best-known department stores: Selfridges, Harrods and Fortnum & Mason.
- Client
- Selfridges, Harrods, Fortnum & Mason
- Built by
- Billy McColl
The problem
A department store runs on thousands of small conversations a day between the shop floor, head office, suppliers and customers. When a problem is reported by email or a phone call, it is easy to lose, hard to hand over and impossible to measure.
What was built
CRM and support systems that teams use behind the scenes to keep track of customers, log problems and get them fixed. Every issue is logged once, someone owns it, and everyone can see where it has got to.
The result
The bug-tracking and support system built for Selfridges is still in daily use today. Software that is still earning its keep years after launch is the best measure we know of whether it was built properly.
What it means for your project
- Start with how the team actually works, not with a feature list
- Keep the data clean, so the reports can be trusted
- Build it to last, then stay around to look after it
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