Marks & Spencer has appointed SapientNitro to create its new multi-channel platform, supporting its strategy to become a leading international retailer. The new platform will replace the existing M&S online offering and will be its first wholly owned multi-channel sales platform.

Taking full ownership of the platform, as well as its customer data, will allow M&S the flexibility to better tailor its online offer to the needs of its customers in the UK and internationally. SapientNitro will lead the development project, building key capabilities such as e-commerce, content management, search and analytics.

Tata Consultancy Services (TCS) will also support the programme, providing order management, product information management and integration with the existing business operational systems. As previously announced, the creation of the M&S multi-channel platform will see the retailer end its current partnership with Amazon by 2014.

Laura Wade-Gery, executive director of multichannel e-commerce at M&S, says: “We have had a very successful relationship with Amazon but in order to fulfil our multi-channel ambitions we need to build and manage our own platform. SapientNitro’s expertise in multi-channel customer experience, coupled with a strong understanding of our business and brand, make it the right partner to help us take our multi-channel offer to the next level.”

M&S has identified multi-channel as a growth area for the business, as its customers increasingly shop with the retailer via a range of different channels. As part of its brief, SapientNitro will also develop the M&S multi-channel customer experience, creating a more customised experience, which better links together all of its shopping channels.

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