Tech in Core Functions

The Primary Ways that Technology is Embedded into the Core Functions of Holland and Barrett

Technology is embedded as part of the core functions of Holland and Barrett as categorized below.

App and website

Holland and Barrett's robust e-commerce platform is accessible through their app or desktop browser and increases the ways that customers can engage with the company's products and services. Customers can seamlessly browse products, access their loyalty accounts and order products from the comfort of their homes. This increases the forms of product distribution channels to customers and provides Holland and Barrett with an additional revenue stream, allowing the company to be exposed to a larger market which is beyond the reach of their physical stores. The need for a seamless digital platform is growing, especially with Holland and Barrett seeing a growth in digital sales of +20% YoY (Holland&Barrett, 2019d).

operations

Holland and Barrett’s use of Pargon’s routing and scheduling software to streamline their supply chain removes the need for the company to keep high inventory in stores. Instead store deliveries per week increase, delivering products directly to the shelf. Reduced transport costs by reducing dead milage, enhanced reverse logistics, improved productivity and efficiency levels has therefore allowed them to offer customers the best experience possible in the most efficient manner (IT Supply Chain, 2019). Holland and Barrett also work with delivery management software provider Metapack which expanded their Click & Collect capabilities and added the ability to fulfill increases in online orders from stores (Metapack, 2021).

TECHNOlogy team

The company continuously looks to invest in new technologies to make it a truly omni-channel business. The importance of this aspect to their core functions is highlighted through their hiring of a new executive tech team in 2021 with significant experience (Holland&Barrett, 2019d). Since then, the company’s technology team has continuously focused on digital future developments and have implemented the use of the digital HQ to make collaborations and transformational development as seamless as possible through uniting their teams no matter where they are (Retail Week, 2023). This has transformed how the tech staff collaborate together to drive productivity.

The company has built a strong digital presence, through the use of social media with accounts on instagram, twitter and facebook. This, paired with various other digital marketing channels such as emails and advertising allows them to not only promote their products, but also to engage with their customers and build their brand awareness. The company also uses data analytics to track the effectiveness of such marketing campaigns and optimize them towards different customer segments (DataIQ, 2018).

Social media

hr

Holland and Barrett implement the “Elementsuite” digital HR software, allowing employees to access and edit their own personal records. This has reduced support and maintenance costs across the business and saves time. It empowers colleagues to manage their working lives and make quick and informed decisions. The employees are a fundamental part of Holland and Barret’s brand image and allowing for ease of their work life experience is a motivator to delivering the best experience to customers (Elementsuite, 2020).

staff training

Holland and Barrett’s use of Mercaux’s sales assist accessed by tablets supports is a vital piece of technology to the company. This is embedded into their core functions by staff not only managing their inventory, through being able to stock check, but also providing the best possible customer service by allowing staff to quickly call on the endless aisles of a range of products and best advise customers on a pin-pointed item that may be best suited for their needs (Mercaux, 2020).