Retail training and change management specialist First Friday have successfully completed a 4-month systems change programme with DIY retailer Wickes. The programme supported the implementation of an upgrade to the support centre JDA system, which is the backbone of operations at Wickes controlling all product data, used by the Trading team for price management and promotional activities in store. First Friday were engaged by Wickes to implement a best practice method for the pricing and promotions in store, supported by a bespoke training manual.

Wickes identified the need for a flexible central system that would enhance in-store promotions offered to customers at the point of sale. The brief for First Friday was to develop and deliver a clear message across the Trading community to support the introduction of a best practice model. The age of the previous system meant that there were many different methods being used by the Trading teams, which lead to complicated procedures at the point of sale.

Ian Preedy, Trading Controller at Wickes commented on the programme: ‘The system upgrade was essential to further enhance our customer proposition and business processes. First Friday were able to create a role specific programme based on our business needs, with user guides that would be left as essential reference tools for existing colleagues and new starters’.

He continued: ‘The First Friday consultants have all been at the cutting edge of retail – they have all been users in the environment they are training into. This shows in their approach to training as they focus on the needs of the business and the job - not simply the new system features. Their ability to draw on practical scenarios and a wide variety of experiences made the training highly relevant to individual roles. The programme was delivered on time and on budget, but most importantly delivered significant improvements for the Wickes customer.