Dixons Carphone: Meeting the Challenge of Legacy Systems with Reflexis

United Kingdom-based Dixons Carphone is a leading omnichannel retailer of technology products and services, operating through 1,500 stores in eight countries across Europe. To simplify the process of labor scheduling and task management, the company rolled out the Reflexis ONE™ retail workforce management and store execution platform.

To schedule its 42,000 employees, historically, Dixons relied on a variety of disparate retail workforce management processes and systems, including spreadsheets. Robin Phillips, Workforce Management Program Lead at Dixons, says, “This causes complexity centrally. So, our support teams have quite a challenge when it comes to managing calls for help, which might come out from stores, or even from our central operations, because they’ve got a number of different [labor] systems.”

While implementing Reflexis Workforce Scheduler™, the integrated labor scheduling and time and attendance solution, Dixons noted that stores running the application showed a 2-3 percent performance improvement, as compared to control stores. For a £10 billion retailer, that is a huge improvement to the bottom line.

The Reflexis mobile-first user interface makes scheduling easy for managers and associates. “Our colleagues now expect to be able to look at schedules on their mobile phone,” says Phillips. “They expect to be able to request holidays and have a faster and more streamlined experience.”

Phillips says, “In terms of visibility in our stores, we see Reflexis Task Manager as very important. And that’s because for the first time we’ll have a view of the impact of the tasks that we issue to our stores, and what that means in terms of our overall workload capacity to execute those tasks in stores.”

Using Reflexis has another positive effect. “Our customers expect to come into the store and see colleagues using the latest technology,” as Phillips says. “And it’s in line with the direction that the world is moving in.”