Hawes & Curtis implements retail systems from Eurostop to enhance Customer Service

Written by Deborah Loh

Reading Time: 3 minutes

“A personal service, not just excellent customer service, is paramount to the Hawes & Curtis brand experience.” CEO Touker Suleyman

  • In final stages of implementing a customer loyalty module to enable the brand to provide personalised service to customers
  • Integrated Givex gift card solution enhances customer offering and increases footfall
  • Automated promotions at till point saves staff time and optimises customer experience
Touker Suleyman Hawes & Curtis

The Challenge

Hawes & Curtis endeavours to deliver the finest quality and up-to-date styles at the best value. CEO, Touker Suleyman’s motto is “we do not compromise on quality”. This also extends to the customer service provided by the brand, who strives to provide a personalised service that rewards loyal customers.

Hawes & Curtis needed a retail system that would enable them to manage all retail channels, and demonstrate this ethos at every customer touchpoint and with every brand experience.

The Solution

Hawes & Curtis installed Eurostop’s e-rmis retail management system at head office and connected EPOS solution at till points in the stores. Customer Loyalty features are about to be implemented. Online and fulfilment channels are also connected to ensure an accurate view of stock and managed promotions across all customer touchpoints. This is all complemented by business insights reporting that enables Hawes & Curtis to get the most out of their retail data, with the ability to analyse what promotions are effective and to strategise and merchandise accordingly.

Hawes & Curtis EPOS

The Result

Comprehensive business insights will enable the brand to enhance customer loyalty

Existing data has been loaded into the new retail system and with Eurostop’s reporting and business insights, the Marketing department are looking forward to being able to gain a better understanding of customers’ preferences and plan effective personalised campaigns, putting customer service at the forefront of the brand experience.

Hawes & Curtis has also integrated the Givex gift card solution, adding to its customer offering and increasing footfall into the stores. Once issued the gift card can be topped up at any point, online or in-store, enhancing customer retention. Hawes & Curtis is able to track transactions and the available balance of the gift card or voucher throughout its lifetime.

Automated promotions save time at till point

An extensive and complex range of promotions can now be handled at till point and are one of Hawes & Curtis’ favoured ways of generating additional sales. The till automatically knows when customers make bulk or combination buys and applies the discount accordingly. This saves staff time and ensures that the customer has a fast and trouble free experience in store.

About Hawes & Curtis

Established in 1913, and now owned by retail magnate and Dragons’ Den panellist Touker Suleyman, Hawes & Curtis has a long and enviable track record of tailoring for the rich and famous, and even royalty.

Today Hawes & Curtis is famous for its quintessentially British menswear and womenswear ranges. The brand has a store in Germanyand has recently launched a German, American and Australian website. Thanks to its rapid international expansion and prominent online presence, Hawes & Curtis is an internationally recognised brand attracting customers from around the world.

Deborah Loh

E-commerce & Marketing Manager at Eurostop Ltd.

Deborah is passionate about digital, retail innovation and the engaging experiences they drive today. With background in ecommerce, and traditional retail systems, she heads up the Marketing Department at Eurostop and digital experience with the brand.