While the news that Carpetright’s Tottenham store has been gutted is terrible, business continuity has been high on the retailer’s agenda for a number of years now, as they make plans to continue trading in the face of vandalism, flood, fire and systems collapse.

Retailers look not just for hardware that is reliable but software that can extract data from a variety of sources to drive not just day to day operations, but business analytics for forward decision making. And as retailers trade through more and more channels, not just locating but disseminating data becomes even more important. The loss of a single channel cannot be allowed to affect the retailer or its customers.

Business continuity is not something implemented at the time of a disaster; Business Continuity refers to those activities performed daily to maintain service, consistency, and recoverability. The loss of a store is shocking for its owner, local residents, staff and all people who have been shocked to see rioting on the streets of Greater London. However, the loss of one store will now distract Carpetright from business as usual – delivering service and value to its customers.

Q. What do you think has been the secret of Carpetright’s success in this recession?
A. Great product, service and prices supported by slick systems and supply chain processes. Sounds easy but is much harder to achieve in reality. We have also done a good job of keeping the cost base under control without any knee jerk reactions to the volatile economy.

Q. What’s the secret to good customer service?
A. Everything centres around the staff and their genuine desire to provide outstanding customer service. Management have to promote and nurture that attitude in every way possible to succeed.

Q. What is Carpetright’s attitude to IT?
A.We see it as an enabler, something we can use to really improve our business, gain competitive advantage and enhance the customer experience. We know the benefits are achievable through the right solutions.

Q. How do you convince your board to invest in IT?
A. The Board had the vision 5 years ago to sign off a major IT overhaul across the business. The fact that has been delivered successfully and the benefits are being realised on an ongoing basis helps but you still (quite rightly) need a rock solid business case. We don’t do technology for technology’s sake.

Q. How do you get the best out of your suppliers?
A. A lot of it is about relationships, we try to work in true partnership and view our suppliers as very much part of the team. I also prefer commercial relationships which enable all parties to benefit from successful projects or initiatives.

everything.

For Carpetright, the timing of their investment in a Microsoft Dynamics NAV-based system from K3 couldn't have been better.

When IT Director, Ian Woosey joined the company in 2002, Carpetright's IT focus was split many ways between different suppliers and competing technologies. Their new standardised system means they are well placed to remain strong during the current economic downturn; with smaller, more financially cautious investments available to adapt their system as they require.

Read the full article, as featured in Retail Week here.