How The Kooples improved retail operations efficiency and optimized customer experience
Having experienced rapid growth since its creation in 2008, The Kooples fashion house wanted to perfect its retail processes in order to gain efficiency and agility, while improving the customer experience in its stores throughout Europe.
33%
increase in store compliance
87%
in-store campaign completion
91%
global stores connected
The Kooples is a luxury fashion retailer with a rebellious ethos, with 1.5K+ YOOBIC users across 500+ locations
Our brand must offer a high-end customer experience, like our products. We must be agile, responsive and efficient to fully satisfy our customers. Thanks to YOOBIC, we can now improve our retail processes and also the satisfaction and experience of our customers.””
Livio Tabbi, Retail Director, Europe at The Kooples
Improving internal communication and visibility across the network were the major challenges, for which The Kooples wanted rapid, concrete and effective responses.
The Kooples simplifies communication between teams, increase store compliance by 33% and became more agile and efficient as a retailer.
Challenges
LWhile scaling their brick and mortar presence, The Kooples ran into major communication and visibility challenges within the store network:
- Communication with stores was not optimized, with multiple tools and platforms being used
- HQ teams lacked visibility into in-store compliance and execution
- Field teams, like HQ teams, were losing time and productivity on numerous email about recurring issues including maintenance, defective products and visual merchandising
Communications around defective products were also a major issue. Without a follow-up process between store teams and quality teams, products were sometimes labeled as defective when could have been retouched, losing time and revenue.
After a thorough market analysis, The Kooples chose YOOBIC to help them achieve their goals. They’ve been using YOOBIC in their 330 stores since September 2018.
“We have to be agile, reactive and efficient to fully satisfy our customers. Thanks to YOOBIC, we’ve improved all our retail processes, and by extension, customer satisfaction and experience.”
Livio Tabbi, Retail Director, Europe at The Kooples
The YOOBIC Solution
With YOOBIC, The Kooples digitized all retail processes (execution monitoring, maintenance, defect management), improved uniformity across the store network and simplified communications between headquarters and store teams.
YOOBIC allows the brand to optimize execution on visual merchandising. When a task needs to be completed, the in-store teams receive instructions explaining the entire procedure via the YOOBIC app. The store teams just have to follow the instructions and confirm the correct execution by sending photos directly to the merchandising department.
Store communications are simplified, since YOOBIC makes it possible to standardize all maintenance operations across the entire network by immediately generating a request to resolve the problem. The maintenance team validates the request and contacts service providers straight away.
Finally, YOOBIC has enabled The Kooples to improve the management of defective products. To identify a defective product, stores now send a request to the quality team via the app, who then determine whether the product should be sent to dry cleaning, retouching, or marked as defective. The implementation of this process saves time and money by making store teams aware of the costs of mislabelling products as defective, and makes it simpler to reintroduce retouched products into the store network.
Results
- x2 VM compliance across the entire network in 10 months
- More than 90% of VM updates are executed in less than 48 hours
- -50% fewer defective products