New Look keeps data at the heart of operations
New Look are a UK-based fashion retailer, operating online and in-store. With 440 stores across the UK and Republic of Ireland, and over 238 million visits to their website and app in 2022, they hold the second largest share of the womenswear market for 18-44 year olds. Customer address data plays a pivotal role in their business’ operations and in helping the company deliver a smooth customer experience.
CHALLENGE OVERVIEW
New Look collects customer address data through two channels: their ecommerce solution, and in store. The retailer needs to ensure the data collected is accurate and deliverable in order to power their account creation, orders, delivery and returns processes whilst safeguarding the customer experience.
‘As we work to re-architect our system, Experian's address validation is the one platform that's staying. It's not problematic in any way and does exactly what we want it to do.’
New Look
SOLUTION OVERVIEW
New Look have worked with Experian’s Address Validation solutions since 2009, and they have become a vital element of the business’ technical architecture.
The solutions capture, cleanse, standardise and validate addresses, in real-time, at point of entry, allowing the retailer to streamline operations, deliver a frictionless omnichannel customer experience and have confidence in their address data.
RESULTS
- Efficient capture, correction and formatting of data
- Validated address data used to optimise delivery planning and increases successful delivery rates
- New Look can now pin-point poor address data, standardise formatting inconsistencies and quickly and easily correct errors
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