Case Study · Retail & Ecommerce

Digital transformation for global retail brand

How Meridian Retail Group unified 900 stores, three ecommerce platforms and 22 markets into one customer-centred business.

See the Results Start a similar project

Arshan and Meridian teams planning the digital rollout

Client: Meridian Retail Group
Industry: Retail & Ecommerce
Services: Digital Transformation, IT Consulting
Duration: 14 months

Meridian leadership workshop with Arshan consultants

01Project overview

A heritage retailer ready to compete online

Meridian is a 60-year-old fashion and home retailer with 900 stores in 22 countries. Online sales were growing, but slower than every major competitor.

Leadership asked Arshan to design and deliver a transformation that would connect stores and digital channels, modernise the technology estate and build in-house digital capability.

02The challenge

Three platforms, no single view of the customer

Each region ran its own ecommerce platform and loyalty scheme. Stock in stores was invisible online, customers received conflicting offers and marketing spend could not be traced to revenue.

12%of online orders cancelled due to stock errors
3separate ecommerce platforms and data models
1.8%online conversion rate, half the sector benchmark

03Our approach · The solution

One platform, one customer, one operating model

We designed the target customer journey first, then chose technology to support it.

Unified commerce platform

A single cloud platform with shared product, stock and customer data.

Customer data foundation

One loyalty programme and real-time personalisation across channels.

New operating model

Cross-functional product teams replaced regional silos.

Arshan consultant presenting the solution architecture

04Implementation

Delivered in four phases over 14 months

Months 1–2
Blueprint
Customer research, target journeys and business case approved by the board.
Months 3–6
Foundations
Platform selection, data model and first product teams launched.
Months 7–11
Rollout
Market-by-market migration with click-and-collect live in every store.
Months 12–14
Scale
Personalisation, new loyalty scheme and handover to Meridian teams.

05The results

Measurable growth in under two years

+320%Revenue Growth

+150%Online Sales

+45%Conversion Rate

4.8/5Client Rating

“Arshan gave us a strategy our whole leadership team believed in, then stayed to make it real. Our customers finally see one Meridian, wherever they shop.”

Laura PearsonChief Operating Officer, Meridian Retail Group

06Related stories