Projects

Following their review of the dynamics of their existing logistics service, we were engaged by River Island to provide a highly specialised service as a trusted security and logistics partner. This was due to the assessment that daytime deliveries were pulling store teams away from the customer, and sales were being negatively impacted as a result.

Scope of works

To help River Island 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:

1. Front of House security for River Island’s Head Office in London
2. Security-escorted delivery services to retail locations across the UK and Ireland, including overnight logistics support
3. Key holding and response services across the UK and Ireland, providing 24/7 coverage and rapid emergency access capabilities
4. 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 River Island 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 successfully deliver this complex and specialist security contract, we implemented the following to overcome key operational and strategic challenges:

Providing national coverage

To standardise our high level of service quality while maintaining flexibility across River Island’s 200+ retail locations across the UK and Ireland, we implemented a regional delivery model. We enable our Officers to be familiar with the specific layout of stores and build strong working relationships with store managers. We achieve this by ensuring that security teams are locally based to manage geographic clusters.

To manage security services at different geographically spread sites, we use technology such as our MiSentinel Workforce Management platform. This allows us to track the live location of all staff, proactively highlighting where service completion may be threatened. Through this functionality, MiSentinel informs our implementation of mitigation measures such as route changes and the mobilisation of additional staff.

Evidencing our success in streamlining process across all regions, we achieved consistent KPIs for our Head Office, Retail Security and Key Holding & Response services on this contract.

Delivering specialist training

Considering the specific business needs and requirements of River Island, we identified that additional training would be required for Officers allocated to this contract. To support our Officers to develop the required retail mindset, logistical knowledge and customer-facing professionalism, we deliver a bespoke training programme as part of the contract induction process. Developed in alignment with River Island’s specialist needs, this training programme covers:

• Front of House security
• Alarm systems and emergency protocols
• Manual handling
• New product lines
• Product and display awareness
• Practical training such as mock deliveries
• Customer service skills
• Handling of roll cages
• Delivery processes
• Store presentation
• Recycling protocols
• Troubleshooting delivery or access issues
• Stacking

Ensuring ongoing compliance with all requirements, we implement a dynamic training programme by embedding ongoing refresher sessions and feedback-based improvements into monthly employee reviews. We also evolve the training content in line with River Island’s changing needs, including new product launches and revised logistics flows.

Delivering success

As a result of our implementation of robust security and logistics measures, we have enabled customer-facing teams to focus on customer service and sales, rather than stock and deliveries. The tangible successes we have delivered for River Island include:

Enhanced customer experience

Ultimately improving customer service and the in-store experience, our implementation of the overnight delivery model has freed up the store team to focus on the customer. This is because they no longer need to be distracted by delivery logistics during peak trading hours. With the elimination of these distractions, in the morning the store team can attend to the stock, manage store displays and be fully customer-facing while the store is open.

Demonstrating the noticeable improvements made to the customer journey, we received the following testimonial from the client:

“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 at River Island

Additionally, as a result of our work with River Island, we placed as a finalist in the Security Project of the Year category at the Security & Fire Excellence Awards 2018.

Operational cost reductions

Providing significant cost reductions for River Island, the overnight delivery model introduced through our contract yields an estimated annual savings of £100,000. Creating a leaner and more sustainable supply chain, we achieve these cost savings through:

• Reduction in man-hours required for in-store stock handling
• Improved fuel efficiency via smoother off-peak routes
• Decreased congestion charges and tolls

Evidencing the value we offer through this contract, we received the following testimonial from River Island:

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

Evidencing the value we continue to provide, we have successfully reviewed and renewed this contract annually across all key service lines.