Challenge

With a history built on strong, high-touch, customer connections that spanned generations, in-person stores have always been the focus for Holt Renfrew. While online shopping was available, Holt Renfrew still needed a way to continue to support their customers with exceptional service.

Case Study Snapshot

Solution: Incentive Compensation

• Transparency into transactions, commissions payments, and inventory
• Supporting 2,500 payees across the company
• Arming their sales team with information they need to better serve their customers

Solution

Fortunately, a month before the outbreak of COVID-19, in February 2020, Holt Renfrew worked with Varicent and InnoVyne Technologies to launch the latest version of Varicent ICM—giving them the tools they need to continue to serve their customers, no matter the circumstance.

Varicent Incentive Compensation Management (ICM) removes friction from the compensation process, accelerates the ability to make plan changes and adopt new strategies, and enables new insights to outdo previous performance.

Results

By deploying Varicent ICM, Holt Renfrew gained visibility into in its variable compensation, bonus programs, and other performance management business processes. Ultimately, arming their sales team with the information they needed in order to better support their customers. Tara Deegan says, “Customer service is based on our connection to the customer, but really close to that is productivity, and productivity, for us, is defined as everything that runs through Varicent.” Tara Deegan continues, “Picking great partners, like Varicent and InnoVyne, who understand not just your technical needs, but who you are as an organization, is essential to maintaining the heartbeat of your place.”

• Transparency into transactions, commissions payments, and inventory​

• Supporting 2,500 payees across the company​

• Arming their sales team with information they need to better serve their customers​

About

Holt Renfrew is considered Canada’s fashion and lifestyle retailer. Founded in Quebec City in 1837, Holt Renfrew is renowned for unparalleled retail experiences and is Canada’s hub for the world’s best fashion and beauty brands. Recognized as a leader in personal service and experiences, the company’s mission is to empower self-expression and ignite positive change along with overarching commitments to sustainability and diversity and inclusion. With seven stores across Canada, including four in the Greater Toronto Area, plus Montreal, Calgary, and Vancouver, customers can also experience Holt Renfrew’s offerings via holtrenfrew.com. Holt Renfrew was acquired by the Weston family in 1986 and continues to be privately and Canadian-owned as part of the Selfridges Group. Visit us at www.holtrenfrew.com.