In early 2004, the company decided to undertake an upgrade of its estate-wide IT infrastructure. The project was managed by Richard Whitehead, Head of IT Infrastructure at Virgin Retail. As he explains: "There was nothing fundamentally wrong with the infrastructure that we had in place, but our stores systems were, in some locations, up to 15 years old. With age comes increased maintenance and reduced reliability, and we were finding that our staff were having to spend too much time addressing IT issues, which was having an impact on customer service. In a business like ours, where the customer experience is everything, this was unacceptable.

"In addition, with retail technology having moved on considerably in the intervening period, we were finding it difficult to deliver the services that we needed. In addition, the need to support forthcoming technological advances - such as Chip and PIN - drove us to examine our entire infrastructure."

Though the technology itself had become outdated, the Virgin team was comfortable with the fundamental quality of its existing hardware and software platform and therefore decided to upgrade its existing technology rather than undertake a wholesale 'rip and replace'. Virgin Retail did, however, want to find a partner with the knowledge and expertise to help it build, test and implement the upgraded solution across its store network.

After a tender period in the spring of 2004, Whitehead and his team settled on Retail Business Solutions. He explains his reasoning,"I already knew of RBS; from previous business projects RBS had provided help and assistance with technology upgrades in our Oxford Street, Camden and Wimbledon stores. Beyond that RBS delivered a very professional response to tender, could demonstrate an ability to deliver exactly the sort of project in which we were engaged and had an impressive existing client list. RBS also had an excellent relationship with IBM, upon whose technology our existing infrastructure was based."

RBS started working with Virgin Retail in July 2004. Initially, the new solution - using IBM SurePOS 741 tills with back office servers, IBM 4690 software with a GSA application, IP structured cabling and Ingenico Chip and PIN readers - was piloted in three of Virgin's stores; in Camberley, Swindon and Bristol. After the successful implementation in the pilot stores the new solution was rolled out across an additional 33 stores before October 2004.

Whitehead continues,"The pilot phase showed us that the system worked, and that RBS was able to effectively manage the implementation. The subsequent rollout into around 30 stores allowed us to learn more about the capabilities of the solution and to develop the relationship with RBS. Since October last year, we have now rolled out the new solution in all of our Megastores - more than 90 in all. Given the number of installations over the last year, the project has run very smoothly. To say that the rollouts have been invisible is perhaps too strong, but the process has been pretty seamless."

Virgin Retail is realising numerous benefits through having its store network on a single, unified and stable solution. Being an upgrade to its existing system, rather than a complete replacement, has also meant a significant reduction in the need for staff re-training; allowing each store to see the benefits of the new technology faster than would otherwise be the case. The use of Internet cabling throughout its stores has enabled Virgin Retail to deliver more IP and browser-based services - such as an improved customer order solution and Virgin Mobile top-up services - allowing it to react more quickly to changes in the business and to take advantage of new sales opportunities.

RBS has been involved in the project throughout. The company also provides a comprehensive hangaring service for virgin retail, storing the hardware and maintaining inventory; as required they then build, load, configure, test and deliver to site. Once at the store RBS also takes responsibility for cabling and installation and works with the on-site team to deliver a fully operating solution.

Whitehead concludes, "No project of this size is without its problems and RBS has consistently impressed me with its ability to react quickly to resolve any that arise. It has been extremely flexible in managing the project, adaptable to our changing requirements and - vitally - has always managed to complete each store rollout on time. With a rollout in such a significant number of stores, any delays inevitably have serious knock-on effects."

Contact
Retail Business Solutions
www.rbsretail.com