The Salvation Army Trading Company reinvigorates retail experience with new partnership

The technology has so far been implemented in the 17,500 square-foot high street superstore in Northampton and its latest luxury site in Banbury. With multiple other superstore openings on the horizon, SATCoL plans to roll this out further and embrace new technology which will enable it to gain insight into customer behaviour and offer a more personalised experience, as well as communicate with digital signage.

Thanks to this partnership, the charity’s entire retail estate now also benefits from Wi-Fi for customers, staff and volunteers, whilst receiving constant support from Intercity Technology’s dedicated team. Two contact centres at its headquarters have also been equipped with Intercity’s patented unified communications solution Touch Technology. This helps boost efficiency across its clothing collection points, merchandising and music arms contact centre by consolidating all forms of communication and collaborative tools into one user-friendly platform.

Profit made by SATCoL supports the work of The Salvation Army, helping vulnerable and disadvantaged people across the UK, including those experiencing homelessness, poverty, addiction, unemployment and modern slavery. The church and charity also provides practical and emotional support to older people, families and local communities.

John Woods, project delivery manager at The Salvation Army Trading Company Ltd, said: “Knowing that a number of our systems were outdated and not compatible we had been looking to find the right solution to propel us into the next phase of our retail venture. We needed a provider who had tangible experience in implementing effective retail solutions and we were surprised at how easy this transition was. 

“With Intercity’s MPLS networks, rapid connectivity and innovative Touch Technology platform, we’re able to bridge the gap between all of our stores, allowing us to function as one business. It has helped to create an integrated approach to reinvigorating the retail experience for our customers, particularly as we open our more high-end superstores across the country.”

Lee Hull, executive director at Intercity Technology, said: “SATCoL is at a turning point in its retail journey and is being extremely forward-thinking in its approach.

“The scale of the new superstores meant that providing technology that could enable better collaboration and productivity for staff, as well as a more streamlined and enjoyable experience for customers, was a priority.

“Simply improving SATCoL’s technical infrastructure has meant that we’re able to help The Salvation Army to not just improve its fundraising efforts, but also create inspiring and comfortable spaces to build and support communities on a national scale.”