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Retail and Hospitality

Lush implements Itim Retail Suite

Lush, the global fresh hand-made cosmetic retailer, has implemented Retail Suite from Itim, a retail systems provider, across its UK retail estate.

The retailer adopted the solution to ensure its systems have the capability and flexibility to support future growth.

This solution for the UK gives them reliable details of store trading, a single view of each product, and its performance across stores.

Sarah Turner, systems accountant at Lush, who managed the complete project, said: “Retail Suite has made the life of our store staff so much easier, especially the store managers.”

According to the retailer, sales data can now be accessed and analysed instantly by head offices as well as being fed back to the stores. Store staff can also now see daily store-by-store league tables and daily product reports which have been tailored specifically to them.

“Retail Suite has already freed up store management time spent manually preparing and adding up daily and weekly sales reporting information, and in head office, time spent keying in data is now spent analysing the results,” said Turner. “Our stores teams are there to engage with customers and to give good customer service. We’ve been able to take away much of the paper work, and let them do what they’re best at – serving our customers.”

The Itim team were great to work with throughout the project, providing a solution to all our challenges, for example, integrating our card payments system

Sarah Turner, Lush
The information from Retail Suite integrates with Lush’s business intelligence (BI) tool, which also allows shrinkage to be analysed.

“With the help of our BI tool we can feedback automatically to them what they’ve taken, via a weekly cash sheet, which also reconciles other activities such as petty cash,” said Turner. “It also automates our gift voucher reports, which saves a huge amount of time.”

Itim also integrated a point-to-point encrypted payment solution for Lush that encrypts card details at the card reader only to be decrypted at a secure data centre, which has eased PCI DSS compliance.

“The Itim team were great to work with throughout the project, providing a solution to all our challenges, for example, integrating our card payments system. Previously our process data quickly (PDQ) system was standalone and pretty slow. Now it’s interfaced with the till, processing time has been cut down, and also errors have been cut out, as before the integration, the sales data was having to be doubled keyed into the epos and PDQ machine,” said Turner.

Data is now delivered to head office in real time, and is scrutinised for any potential problems before being released for review. The retailer can see store-by-store how its tills are running, and if there are any communication failures these can be rectified quickly and easily.

“We can manage our stock much more efficiently, as since the system was implemented we have been able to fully integrate our retail and manufacturing systems,” Turner said.

The Web based multi-channel solution was piloted to selected stores in mid-July, with the full roll out in August.

Ali Athar, chief executive officer, Itim, said, “Lush trusted us to deliver a trading platform that would ensure they were fully prepared to make the most of this key time, and the fact that they are already seeing the benefits so early on in the project is fantastic.”

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