Holt Renfrew optimizes high-end customer experience with SAS® analytics software

Luxury retailer fortifies impeccable customer service strategy

NRF 97th Annual Convention and EXPO, NEW YORK   (14 Jan. 2008)  –  SAS, the leader in business intelligence and predictive analytics, today announced that Holt Renfrew & Co. Limited, Canada’s leading specialty retailer, has acquired its SAS Customer Intelligence software to help the luxury merchant further enhance its highly personalized customer service approach. 

“Providing consistently excellent customer service is at the core of everything we do as a company. Our aim is to set an international standard for customer service and elevate customer satisfaction through enhanced services and an unparalleled in-store experience,” said Caryn Lerner, President and Chief Executive Officer of Holt Renfrew & Co. Limited. “The partnership with SAS will provide us with analytical software to better understand our customers needs and will provide us with the tools to take our customer service strategy to new heights.”

Leveraging the wealth of data clients have chosen to share with the retailer, Holt Renfrew will employ SAS® Data Integration, SAS® Enterprise Miner ^™ and SAS® Marketing Automation software to enhance the customer experience with effective and efficient communications at the various touch points of the business.

“Quality and exceptional service are the hallmarks of Holt Renfrew,” said Carl Farrell, President, SAS Canada and America’s Subsidiaries. “Building on this solid foundation will solidify Holt Renfrew’s position as best-in-class amongst the world’s luxury retailers.”   

Using the software, Holt Renfrew will be able to optimize the development and delivery of relevant information and value back to customers on a regular basis, take an integrated, multichannel approach to serving customers, measure and refine communication efforts, and provide analytical insight to other functional areas across the organization.

SAS® Customer Intelligence for Retail

Today, retailers must work faster and smarter to deliver and track sophisticated, event-driven marketing communications with ever-tightening deadlines, turning data about customers into knowledge that empowers retailers to make better decisions.

SAS Customer Intelligence delivers fast and significant return on marketing investments by enabling retailers to conduct measurable, integrated marketing campaigns; maximize customer profitability, acquisition and retention; leverage existing investments in technology; and build a sustainable competitive advantage through the creation of reliable, high-value customer intelligence. 

In addition to Holt Renfrew, SAS retail customers include AutoZone, Bakers Footwear, Brooks Brothers, Burger King, Carrefour, Casino, Casual Male, The Children’s Place, Eddie Bauer, Hudson’s Bay Company, JCPenney, Kohl’s, Luxottica Retail, Mark’s Work Wearhouse, Macy’s, Marks & Spencer, Newport News, Northern Tool & Equipment, Office Depot, Sainsbury’s, ShopKo, Sport Chalet, Staples, Tesco, Tween Brands,  Williams-Sonoma and 1-800-FLOWERS.COM.

SAS is demonstrating its retail intelligence solutions at the NRF 97^th Annual Show and EXPO in booth 1337.     

About Holt Renfrew

With 9 stores in locations in major centres across Canada, Holt Renfrew delights with beautiful fashions presented in style. For 170 years, Holt Renfrew has been renowned for offering its customers the highest standard of excellence in customer service, merchandise quality and selection in its 9 stores across Canada. Holt Renfrew locations across the country include: Toronto (3), Ottawa, Montreal, Quebec City, Vancouver, Calgary and Edmonton.

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