Carpetright is a leader in the carpet and bedding industry for the United Kingdom and Europe, boasting fast turnaround times and a fully integrated, user-friendly business model. Since their founding in 1988, Carpetright has become a ubiquitous name in fast service, quality, and selection.
The lynchpin to their success has been the successful implementation of mission critical middleware in their IT business solutions. Jason Turner, Group Head of IT at Carpetright, commented on the critical nature of middleware in their own operations in a recent interview:
“In today’s market, everybody is looking for an edge, something that is going to differentiate them amongst their competitors. What middleware enables us to do, is link all our key ordering, replenishment, financial and reporting systems together to get a near real time flow of data. We can therefore fulfil our customer orders much quicker. For Carpetright, effective middleware enables us to serve the customer better, and much faster than we have been historically used to”
Growth in a downturn
Integrella has made significant middleware improvements that are improving the customer service interactions of Carpetright’s Insurance programme: now, Insurance partners are benefitting from automated ordering functions that facilitate and speed up the process for Insurance adjusters while assessing damages. As Mr. Turner explained, Integrella’s involvement . . .
“ . . . is enabling us to work in a much more automated way with our partners. It’s helping to reduce costs of manual data entry and providing a timelier passing of data between the systems. From the insurance company point of view, for them to be able to put data almost straight on to our systems is helping to reduce lead times. The end result is improved customer service and the ability to fulfil orders as quickly as possible. And when you enhance the customer experience, it ultimately leads to increased customer loyalty and, at the end of the day, increased sales.”
This improvement allows Carpetright to provide a valuable service to their partners and customers, since the amount of time a customer is without a carpet has now been reduced in such a way that is highly beneficial for both Carpetright and their Insurance partners. This new level of service undoubtedly will generate more business for Carpetright. Mr Turner commented:
“I appreciate Integrella’s willingness to help out not only in integration areas. We’ve found them to be very accommodating and supportive in the way that we wanted to plan and model how our service contract was going to look. Also, taking time to come on-site, to do thorough reviews, to make sure that the contract is living up to expectations – we found that to be incredibly useful. It’s not something that we’ve really had previously from our last support partner. With Integrella, it’s all about the whole package. It’s not just about support – it’s about looking out for us, it’s about making sure that we’re aware of things coming up, and some more pro-active things that we can now start looking into.”
Integrella helps companies cut costs and increase efficiency by delivering solutions for systems integration, service oriented architecture (SOA), business process management (BPM), master data management (MDM) and data migration. Further information is available at www.integrella.com.