Brightpearl is “the hub of all information” for Pavilion Broadway

The background

Pavilion Broadway sells high-end home furnishings and accessories from three brick and mortar stores, a Magento webstore, an Amazon marketplace, via phone and also offers interior design services as an additional revenue stream.

Director, David Ewart, describes the interior design services part of the business: “Customers can come to us for a turnkey design solution. We’ll design the rooms, supply all the furniture and accessories and manage any building works.”

All three Pavilion Broadway stores are situated in the countryside village of Broadway on Broadway High Street in the heart of the Cotswolds and each showroom has its own unique focus. The flagship store located at 67 Broadway High Street sells high-end home furnishings and accessories, the showroom at no. 62 sells mid-market furniture and accessories, and the third store at no. 58 offers an extensive range of faux flowers. Pavilion Broadway also has a large presence online, which boosts its in store footfall.

Pavilion Broadway began its retail journey in 2008, and now has customers all over the UK, with key areas including London, Surrey and the Cotswolds. The team is made up of 10 employees including three members of staff in the warehouse, two digital marketers, two interior designers and three sales agents.

The challenge

After previously using ChannelGrabber, Pavilion Broadway were searching for a cloud-based system, with the ability to manage everything all in one place, deal with the business’ rapid growth across all channels, and integrate with both Magento and Amazon.

David Ewart, Director of Pavilion Broadway explains: “I wanted a turnkey solution that could manage my customers, accounts, orders and inventory. Brightpearl was able to offer me that.”

Before Brightpearl, Pavilion Broadway faced several problems that were having an impact on efficiency, including tracking inventory from start to finish, struggling with customer relationship management (CRM) and keeping track of purchase orders.

Pavilion Broadway also struggled to keep all aspects of the business aligned. David says: “When you’ve got more people involved in the process, you need one central system that can manage everything and track all the different updates so everyone can see what is happening.”

Key Challenges:

• The ability to manage everything in one place
• A system to cope with rapid growth
• Cloud-based system to sync up multiple stores

The solution

Brightpearl has helped Pavilion Broadway in various ways – from strengthening accounting and CRM, to helping deal with multiple channels, aligning the team and improving purchase orders. David shared: “I chose Brightpearl because they had a solution for all my problems!”

Pavilion Broadway has increased efficiency and made it easier to keep track of inventory. David explains: “The stock is fully tracked end-to-end. If purchase orders are raised on Brightpearl, we know if something has actually been ordered.”

David emphasizes the help Brightpearl has provided to improve its customer relationships. “Brightpearl has very much helped us improve customer service. If a customer rings up for information, all we need to do is ask them for their name or order number and we’ve got all the information in front of us. In the notes section, you can document any notes so the next person can pick up where you’ve left off. It’s stopped us getting in a muddle. Without Brightpearl, CRM could be quite a daunting process.”

Pavilion Broadway has also moved from a paper to digital accounting system during their Brightpearl journey. Accounting partner, Evenstone, were able to help with the transition and continues to help Pavilion Broadway with their accounting. “I was introduced to Evenstone by Brightpearl and they now handle and help us with our accounting. Evenstone are great!”

The retailer also takes full advantage of our 24/7 support team. David says: “Brightpearl’s support team have always been helpful and friendly – there’s always someone to answer the phone.”

Pavilion Broadway has now been using Brightpearl for over three years and David emphasizes the growth they’ve achieved since implementing. “We’ve done double or triple digit growth ever since we began using Brightpearl. We wouldn’t have been able to scale our business without Brightpearl.”

The future

Looking to the future, David explains what he continues to love about his business. He says: “Every day is different, every customer is different. We’re selling furniture and accessories but essentially it’s a fashion business, just like clothing. Every season, there are new products and looks that we are able to take to our customers. It’s always fresh and always interesting.”

Pavilion Broadway hopes to continue to grow rapidly and have even more happy customers. “Brightpearl will scale with our business. We definitely see it as part of our future,” David concludes.

www.pavilionbroadway.co.uk