2011 has been another good year for House of Fraser.  The UK’s premium department store group has been shortlisted in Retail Week’s 2012 Awards in the ‘multi-channel retailer of the year’ category while Chairman, Don McCarthy and chief executive, John King are joint number 11 in Drapers’ 2011 Power List.

These nominations recognise the work House of Fraser has done over the last year to enhance its multi-channel commerce operation which has improved the customer experience from browsing through to delivery.

Collect+, which was added to make it easier for customers to collect packages during the busy Christmas season, offers the option of parcel pick-up and return via local convenience stores.  Customers who buy online can collect within two days from a choice of 6,000 stores. The major advantage is the option of collecting packages outside of typical store and post office opening hours.  This and the existing buy and collect service are expected to account for over 25 per cent of the House of Fraser’s Christmas sales.

It is this kind of technology that is putting retailers like House of Fraser at the vanguard of innovation and ensuring they continue to meet the changing needs of their customer base.