Opus Trust secures major retail contract

08 Jan 2021

We are pleased to announce that we have expanded our foothold within the retail sector by securing a three-year contract with leading online retailer, Freemans Grattan Holdings (FGH).

The deal, with multiple extension options, will see the Opus Trust team deliver an omnichannel communication solution for FGH, taking them on a digital transformation journey that will further enhance the retail experience for more than two million FGH customers across the UK.

After investing £4m into our internal IT functions and becoming the first UK company to join Quadient’s ‘Digital Now’ program, we were able to demonstrate our ability to transform FGH’s transactional processes with the phased introduction of an innovative e-billing solution, whilst reducing operational costs.

Headquartered in Bradford, FGH is a growing business with a customer first ethos, always looking to improve the customer experience and their business processes. FGH includes established online brands including Freemans, Grattan, Kaleidoscope, Swimwear365, Look Again, bonprix, Curvissa and WITT.

Sales & Marketing Director for Opus Trust Communications, Richard Farmer, comments: “FGH put their customers first and have an innovative approach, which has obvious synergies with Opus Trust’s vision, mission and strategy. Adding FGH to our portfolio of retail clients is further confirmation of our ability to work in partnership with our clients, utilising our OPUS CX technology suite to help them deliver even better customer experience through well-planned, well-executed digital transformation.”

“Partnering with FGH not only reinforces Opus Trust’s position as a trusted partner to the retail sector, but it also highlights how our technical omnichannel capabilities can have a transformational impact on organisations across multiple sectors.”

Head of Customer Experience for Freemans Grattan Holdings, Jillian Maskill, comments: “As a group that trades under a wide range of leading brands with a customer first mantra, we knew that we had to partner with a credible and capable organisation who we could trust to meet with our customers’ evolving expectations and preferred methods of communication, whilst delivering a seamless transfer of existing services.”

“Throughout a detailed competitive tender process, the Opus Trust Communications team not only gave us confidence in their ability to meet our technical brief, but also demonstrated their commitment to strive for exceptional customer experiences on behalf of their clients and our customers.”

“Our teams have worked closely together to meet tough go-live deadlines, resulting in the slick on-time transfer of existing services.”

Global customer experience