New Look is a British global fashion retailer with a chain of high street shops. Founded in 1969 and has been owned since May 2015 by investment company Brait SA, controlled by Christo Wiese.   The chain sells womenswear, menswear, and clothing for teens.

The Challenge

New Look were experiencing performance and cost issues with their incumbent digital platforms and core systems supplier.

Leading Resolutions ran a structured Service Refresh exercise to re-baseline the core elements of the service agreements, place the contracts on a new commercial construct and qualify the new terms, from both a service and commercial perspective, that New Look would be willing to re-sign with Accenture.

The Solution

We ran a series of structured workshops, leading the New Look team through a detailed process to evaluate and qualify the key elements of the Service Refresh.

Workshop 1
Strategy, Approach and Communications covered governance, vendor management capability, C-level alignment, confirmed the as-is service and established pain points and gaps
Workshop 2
Service Delivery and Management focussed on service boundaries, service catalogue, standards and measurements, performance incentives, change control and supplier management
Workshop 3
Technology was all about way of working, technology leadership, digital product lifecycle, user groups and innovation incentives
Workshop 4
Commercial looked at partnership, negotiation strategy, legal support, benchmarking, controls, KPIs and penalties
The Results

Our recommendations formed the basis for improved commercial terms for an initial six-month retainer and drove the negotiations for a new multi-year engagement.

The deliverables included:

  • Engagement and governance model 
  • Clear service definitions and boundaries for all services 
  • Comprehensive support model requirements 
  • Revised support hours 
  • Enhanced SLAs and Service Credit regime 
  • Revised set of KPIs and performance measures 
  • Multi-tiered reporting