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Luxury department store digitized its paper-based watch repair process for better governance of the service and to deliver automatic updates to customers on their watch’s status.
About Harrods
Regarded as one of the most famous stores in the world, Harrods is Europe’s largest department store, located in Knightsbridge, London. It is owned by the state of Qatar via its sovereign wealth fund, the Qatar Investment Authority. The store occupies a 5-acre site and has 330 departments covering 1.1 million square feet of retail space.
Luxury department store Harrods was looking to modernize its in-house bespoke watch design and repair service. The inefficient paper-based process made it hard to track where watches were within the business and difficult to communicate progress with customers.

Harrods used Bizagi to implement the process automation-based system in two months and improve governance across the design and repair service. The digitized service has made the process completely visible and transparent, so staff know where watches are on every step of their journey, with automated alerts to customers as it moves through the service, from drop-off to collection.
  • Optimize in-house paper-based watch design and repair process
  • Enable tracking of watches within the business and end-to-end visibility and transparency of the process
  • Ensure compliance and governance of process for high-value watches (up to £2million in value)
  • Automate alerts to customer to update them on state of watch
  • Automate call to collect when watch is ready for customer to pick up
  • Watch design and repair processes digitized, saving employees time writing and filing paper forms
  • Full visibility over the process where any watch is being made or repaired
  • Better governance of the process thanks to transparent process
  • Automatic alerts to customer base as the watch passes through checkpoints
  • Automated alerts to customers when the watch is ready to be collected.
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