Harrods’ Data Analytics Transformation: Turning Challenges into Insights

At UKISUG Connect 2024, Tushir Parekh, Data Analytics Manager at Harrods, gave an overview of Harrods’ Data Analytics Journey.

I was struck by the blend of ambition, challenges, and strategic decisions that defined their path. Parekh walked us through the highs and lows of overhauling the analytics landscape of one of the world’s most iconic luxury brands.

The Starting Point: A Fragmented Data Landscape

Parekh set the stage by describing the state of analytics at Harrods before their transformation began in mid-2021. The challenges were daunting:

• Siloed Data: Data was fragmented across 18 different SQL servers and multiple other platforms, with no unified system.
• Lack of Granular Data: Critical business processes weren’t being captured at the level of detail needed for meaningful analysis.
• No Central Governance: Reporting was decentralized, leading to inconsistencies and inefficiencies as teams created and maintained their own reports.
• Outdated Tools: Unsupported systems like Excel macros were commonplace, creating a reliance on manual processes.
• Inconsistent IT Support: Business users were left to manage their own analytics with limited IT guidance.

“The analytics environment was disconnected and heavily reliant on manual processes,” Parekh said. “One team would report one number, and another team would report something entirely different.”

The Vision: Creating a Unified Platform

The solution? A transformation aimed at consolidating Harrods’ data and analytics infrastructure into a unified system. The goals were ambitious but clear:

1. Build a Single Source of Truth: Consolidate all data in SAP BW4/HANA for consistent, reliable reporting.
2. Centralize Governance: Shift responsibility for analytics and reporting to IT to ensure consistency.
3. Empower Business Teams: Allow business users to focus on insights and decision-making instead of building reports.
4. Standardize Tools: Adopt SAP Analytics Cloud (SAC) for visualization and self-service capabilities.

“Our goal was to streamline and scale the environment to create a robust foundation for the future,” Parekh explained.

Challenges Along the Way

Transformation projects are never without hurdles, and Parekh was candid about the difficulties they faced:

• Resistance to Change: Business users, accustomed to self-service and legacy systems, were hesitant to embrace centralized governance. “People are naturally resistant to change, especially when it feels like a loss of autonomy,” Parekh shared.
• Backlog of Reports: Migrating legacy reports to SAC consumed significant resources, slowing innovation.
• Parallel Systems: Adoption issues forced the team to run legacy platforms alongside the new system, adding complexity.
• Performance and Data Quality Issues: Transitioning to live connections in the new environment revealed gaps in the data models and performance challenges.

Strategies for Success

Despite the challenges, Harrods’ team devised practical solutions to keep the project moving forward:

1. Super-User Advocacy: Parekh’s team identified key champions within the business, giving them generous access to the new system and amplifying their voices. “These super-users were instrumental in driving adoption across teams,” he said.
2. Showcasing Value: Demonstrating the capabilities of the new platform to individual business areas helped to win over skeptics. Parekh emphasized, “We showcased how SAC could solve their specific pain points, making the benefits tangible.”
3. Comprehensive Training and Support: Regular training sessions—tailored to general and advanced users—ensured that everyone felt confident using the new tools. Ongoing check-ins and support were crucial.
4. Bold Decisions: The team eventually enforced a hard cutover date for legacy systems. “It was tough, but necessary,” Parekh admitted. “Without a clear deadline, adoption would have dragged on indefinitely.”
5. Business-First IT Engagement: IT teams worked closely with business units, aligning solutions to real-world use cases. “This business-focused mindset helped bridge the gap between IT and end users,” Parekh explained.

Lessons for Others

As Parekh wrapped up his presentation, he offered valuable lessons for attendees considering similar projects:

• Reimagine Reports: Don’t replicate legacy reports on new platforms. “A lift-and-shift approach doesn’t work,” Parekh warned. Reports had to be redesigned to leverage the strengths of modern tools.
• Understand User Needs: Adoption relies on aligning solutions with user preferences. Forcing unsuitable workflows created friction in the process.
• Make Bold Choices: Enforcing deadlines and cutting over from legacy systems may be painful but is often essential for progress.

The Outcome: A Modern Analytics Environment

Today, Harrods’ analytics environment has transformed into a scalable and efficient system. With over 1,200 active SAC users, 200+ live reports, and 1,400+ self-service views, the platform is a cornerstone of Harrods’ decision-making processes. Business teams are now free to focus on strategy, while IT ensures consistency and reliability.

Reflecting on the journey, Parekh said, “Transformation is hard, but it’s worth it. With the right mindset, collaboration, and perseverance, you can achieve lasting change.”