Case study Lakeland
Lakeland ltd is one of the UK's most successful multi-channel retailers. Established in 1963 as a mail order firm, they now have 34 stores across the UK and a hugely popular website, with a direct despatch centre in Kendal fulfilling 6,000 orders each and every day.
The Challenge
In 2005, Lakeland ltd asked Snow Valley to replace their existing online store with a scalable e-commerce solution that could be fully integrated with their other line-of-business systems.
The Solution
Lakeland's number one objective is to deliver excellent service to all of their valued customers. To achieve this, Snow Valley delivered a new online store offering:
- Improved customer journey, with an intuitive navigation, simple registration, and powerful on-site search
- Hugely improved site speed and reliability, through expert hosting and infrastructure
- Full integration with the order management system, ensuring swift fulfilment, excellent customer service, and providing a foundation for further CRM improvements
The Results
Following the launch of the new online store, both the number of online orders and average order values soared at Lakeland.
For Lakeland, however, the true barometer of success was in the feedback from their customers, who were unanimous in their praise:
"Just wanted to congratulate you on the new website; what a huge improvement, no more wasting 5 minutes waiting for a page to load. I will certainly be shopping with you more often now."
"Just to say I love your new website - SO much clearer & easier to negotiate than the old one!"
"Just had to contact you and say that I love your new web site. I have found it a breeze to navigate around it looking at all my fave items! Well done guys on a FAB site. Ten out of TEN."