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Founded in London in 1975, the leading miniature wargames manufacturer Games Workshop now has more than 500 retail stores worldwide and annual revenues of over £445 million. Its products, which have a passionate global following, are sold online, at its own stores, through over 6,500 independent retailers, and at pop-ups and trade shows.
The company s legacy equipment included point of sale systems that lacked Internet connectivity. One of the key changes that Games Workshop sought was an upgrade that could improve the customer experience by supporting click and collect and ship from store functionality. Games Workshop s wide and growing range of products presented a particular challenge. New themes and characters are constantly being introduced, generating a long tail of diverse and unique product lines that have been created over Games Workshop s long history. What s more, due to the materials used, some older products cannot be shipped. The product line also includes virtual items such as subscriptions and gift vouchers, as well as made-to-order items that were offered in the past but are now produced only if enough orders are placed for them. That means that in some cases, an order can be placed but not fulfilled for several months, adding significant complexity around lead times. In addressing these challenges, Games Workshop was eager to have the new implementation up and running in advance of the holiday season, requiring a speedy discovery process and deployment.
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