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Sep 04 2011

International Supermarket News - M&S starts to build new multichannel platform


In an attempt to increase multichannel sales Marks & Spencer has started building the new digital platform and ecommerce system.

The retailer claims it aims to boost its multichannel sales from £500m to between £800m and £1bn by 2014.

SapientNitro has been commissioned to develop the new platform, which will replace existing online operations currently run in a partnership with Amazon. The platform is to be delivered in January 2014.

It will involve key capabilities including ecommerce, content management, search and analytics to create a customised multichannel customer experience. Tata Consultancy Services will provide order management, product information management and integration with existing systems.

Nigel Vaz, managing director at SapientNitro, said: “We are tremendously excited to have the opportunity to work with an iconic British brand such as M&S on this strategic initiative. We fundamentally believe that with the development of its own multi-channel platform M&S will be able to harness its customer data assets to provide a better experience for its customers.”

Laura Wade-Gery, M&S’ incoming executive director of multichannel ecommerce commented: “SapientNitro’s expertise in multichannel customer experience, coupled with a strong understanding of our business and brand, make it the right partner to help us take our multichannel offer to the next level.”

By commissioning its first wholly-owned multichannel platform, M&S aims to gain flexibility so that it can better tailor its online offer to its customers’ needs, both in the UK and overseas.

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