Award Winning BPM at Carphone Warehouse
Best Buy Europe and the Carphone Warehouse (CPW), the world’s largest independent mobile phone retailer, are passionate about process. They started by using Nimbus Control to roll-out 400 standard operating procedures (branded as “How2”) to over 7000 employees across 815 stores during 2009. Within three months of deployment they had a 23% rise in their Net Promoter Score (customer service measure) and $80m pa increased revenue attributable to the improved speed and efficiency of retail processes.
Watch the Video Story
Watch the videos below to see how their story has progressed. Learn how they’ve rolled out Nimbus Control to the entire organization; Retail, Call Center, and Back Office, across all brands (Carphone Warehouse, Best Buy Europe, Geek Squad and The Phone House). How they’ve established their BPM Center of Excellence called “How2 Operational Excellence”, which is now driving process standardization and improvement in all departments across the company; a mission they describe as “Making it easier for the right people to do the right things at the right time”.
Retail SOPS Deployment
See Nimbus Control in action in this video, filmed on location at the Richmond store.
Project Review 2009
Ashley Cook, CPW Operations Director looks back at what they achieved and how they did it.
Group wide Roll-Out
One year on – How2 Operational Excellence has extended across Best Buy Europe
The Results:
- $80 million annual sales increase - attributable to How2
- Increased Customer Satisfaction (NPS up 25% in 3 months)
- Standardized Processes - Staff more confident in their jobs
- No impact on IT – as Nimbus Control is in the Cloud SaaS
- Processes / SOPS deployed to mobile devices (iPad / iPhone)
- Gartner Award Winner – BPM Excellence Award 2011
