Case Study: Holland & Barrett Streamlined Their Workflows With Netcall

The Challenge

Holland & Barrett, a leading wellness retailer, is undergoing a digital transformation to support global expansion. As part of this journey, they’ve placed operational excellence at the core of their strategy.

The Solution

The Continuous Improvement Team adopted Liberty Spark, Netcall’s process mapping solution, moving away from static, traditional tools.

This shift enabled decentralized ownership of processes and fostered stronger collaboration and engagement across teams.

With an intuitive interface and a structured approach to process documentation, Spark has become integral to embedding a culture of continuous improvement.

The Result

• Clear validation of improvements through accurate process mapping
• Enhanced collaboration and process ownership across the organization
• Streamlined workflows and increased visibility into cross-functional operations
• Empowered teams actively identifying and implementing improvements
• On track to deliver benefits exceeding 2% of operating expenditure this year, enabled by a combination of Lean Six Sigma principles and smart technology adoption.

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This post has been re-published by kind permission of Netcall - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Jo Robinson