The latest partnership with THG Ingenuity is said to represent a new and strategic alliance that will see the introduction of a “multitude” of features to help transform its user experience online.
Key upgrades include: Increases in product availability and choice; The ability to see store stock online; Enhanced personalisation; A “significantly” faster and scalable ecommerce operation; State-of-the-art courier tracking; Improved customer service including live chat and faster response times; Delivery of a number of upgrades that will support the relaunch of the long-standing Matalan omnichannel loyalty programme.
As part of the foundational phase of the roadmap, the group has invested in new automation technology to meet demand in Matalan’s Knowsley Distribution Centre, and implemented a nationwide fulfil-from-store strategy. This new system will reportedly double Matalan’s capacity to fulfil rapid online demand.
James Brown, chief commercial officer at Matalan, said: “Millions of families up and down the UK rely on us to offer great quality and value fashion and homeware, but we know that ultimately, it’s the customer experience that can make the real difference when choosing where to shop.
“That’s why we are dedicating so much of our focus to future-proofing our proposition through this digital transformation programme, across our stores, e-commerce site and Matalan app.”
He added: “We are thrilled to have identified THG Ingenuity as a great partner who have impressed us with their extensive expertise, innovation and capabilities to accelerate the transformation of our business over the long-term, so that we can continue delivering ‘the Matalan Difference’.”
John Gallemore, CEO of THG Ingenuity, said: “We’re delighted to announce this new strategic partnership, which will significantly accelerate Matalan’s digital transformation strategy and represents a step-change in its direct-to-consumer operation.
“Even at this early stage in the process, we have together identified a sizeable pipeline of impactful upgrades to Matalan’s systems to make a real difference to its customer proposition across different channels.”
He added: “The brand will now benefit from THG Ingenuity’s proven end-to-end ecommerce capabilities and best-in-class infrastructure, with the aim of rapidly delivering valuable scale across the business. We look forward to working closely with the team for long-term success.”