Hamleys chose Continuity to provide the necessary programme management skills to oversee the e-commerce update whilst allowing the company's in-house team to retain its focus on its seasonal business in the run up to Christmas.

The Challenge

Hamleys toy shop, at its famous location at 188-196 Regent Street, began in 1760 as the ultimately successful dream of William Hamley to open the best toy shop in the world.

As the company's online business reached new heights Hamleys realised it needed to bring up to date its entire online infrastructure to allow the business to grow smoothly in terms of sales and warehouse operations.

The Solution

Hamleys chose Continuity to provide the necessary programme management skills to oversee the e-commerce update whilst allowing the company's in-house team to retain its focus on its seasonal business in the run up to Christmas.

Continuity managed the development of a brand new storefront design, a new order management system (which allows on-line access to the entire Hamleys product range) and the integration of these systems with their existing warehouse and merchandising system. Hamleys also outsourced system and acceptance testing to Continuity.

Through using its tried and tested "product based planning" approach, Continuity ensured the programme plan covered all the necessary workstreams to deliver the new system. A series of design workshops was then organised to assess every possible scenario and how it would be managed – even down to fine details like how customers might return an unwanted gift wrapped item.

For the Hamleys website, Continuity developed a new content management process to deliver the data needed to run the enhanced search and navigation functions the new site would offer. Continuity also helped process and load this information on to the new site.

Through providing weekly updates to the board, Continuity worked with Hamleys to manage the entire project from planning through to implementation. Finally, the transition from the old platform took place and the new system was launched in March 2008. Following the launch, Continuity provided on-site support during the early weeks and continues to provide support on a consultancy basis

The Result

During a massive change for the business, in which its online sales increased by 90% during the year, Continuity provided the expertise to manage all aspects of the programme to ensure minimal disruption to Hamleys in-house team and the company's flow of trade.

The result is the smooth introduction of a system easily capable of managing an online turnover of £30 million year.

"Continuity quickly understood our ICT requirements and took in hand the planning, management and implementation of the whole project. They were proactive in their approach and provided not only a reliable and thorough service but a cost-effective one too."

David Oakley, (Head of IT) at Hamleys