From November 2015, we have delivered a specialised service to National Fashion Retailer as a trusted security and logistics partner. We were engaged by the client to address concerns around daytime deliveries pulling store teams away from the customer, negatively impacting their sales as a result.

Services we deliver

To help National Fashion Retailer to refine their delivery model and free up store teams to focus on the customer experience, our service delivery on this contract consists of the following 4 key areas:

Front of House security for National Fashion Retailer’s Head Office in London
Security-escorted delivery services to retail locations across the UK, including overnight logistics support
Key holding and response services across the UK and Ireland, providing 24/7 coverage and rapid emergency access capabilities
Ad hoc security guarding in-store in line with operational needs

To support the development of a more agile, cost-effective and customer-oriented business model, we have closely collaborated with National Fashion Retailer to evolve the bespoke security contract. This has enabled us to provide a streamlined and scalable security and logistics framework to support the client’s growth and protect their people and assets.

Overcoming key challenges

To manage the key operational and strategic challenges of this contract, we implemented the following:

To provide effective national coverage across National Fashion Retailer’s extensive network of retail locations throughout the UK and Ireland, we implemented a robust regional delivery model managed through our MiSentinel platform. This enabled our Officers to develop strong familiarity with individual store layouts while building effective working relationships with store management teams.
To ensure Officers had the required retail mindset, logistical knowledge and customer-facing professionalism, we delivered a bespoke training programme in line with National Fashion Retailer’s specific business needs. Ensuring all training is up to date with changing needs, we work with the client to evolve training content as required, including after new product launches and revised logistical flows.

Delivering success

By enabling customer-facing teams to focus on customer service and sales, rather than stock and deliveries, we have achieved the following:

Enhanced in-store customer experience by implementing an overnight delivery model to free up the store team to focus on the customer.
Approximately £100,000 in annual operational cost reductions, by implementing a leaner and more sustainable supply chain.
Placing as a finalist in the Security Project of the Year category at the Security & Fire Excellence Awards 2018.

Evidencing our successes on this contract, we received the following feedback from National Fashion Retailer representatives:

“Thank you, and please pass on my thanks to your teams, for the effort put in over the recent adverse weather conditions. The number of deliveries not completed was insignificant when taking into account the abysmal state of the roads.” – Andy Blackford, Transport Manager

“I would say to other retailers who require night deliveries security that they should consider the model developed jointly by SGS and National Fashion Retailer because it works. […] Like all other retailers, National Fashion Retailer, are looking for cost savings and efficiencies, this contract is an important part of this strategy.” – Michelle Douglas, National Retail Risk Business Partner