Harry Rosen: Digitizing Customer Relationships

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Case

Reference no. W34912

French language

Subject category: Knowledge, Information and Communication Systems Management

Authors: Vania Sakelaris (Ivey Business School, Western University); Nicole Haggerty (Ivey Business School, Western University)

Published by: Ivey Publishing

Originally published in: 2022

Version: 2022-02-27

Length: 12 pages

Data source: Field research

Topics: Information systems; Information technology; Digital transformation; e-Commerce; Strategy

Share a link: https://casecent.re/p/193587

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Abstract

This is a French version. Ian Rosen, the recently appointed executive vice-president of Digital and Strategy at Harry Rosen Inc (Harry Rosen), a successful men's retail chain founded by Ian's grandfather in 1954, must decide on a technology solution to support the advancement of his proposed digital strategy for Harry Rosen. The decision-making challenges he is encountering in early 2020 are compounded by the onset of the global pandemic and resulting impacts on the luxury menswear family retail business. Given the timing of the onset of COVID-19, the challenges and opportunities related to the replacement and upgrading of the company's e-Commerce platform have been heightened. Strategic investment and the seamless execution of a new digital strategy are imperative components of the sustainability of the retailer's success. Ian must review and consider three different options, finalize his decision and proposal, and be prepared to launch earlier than originally planned.