London, W2 1NW,
United Kingdom
Marks and Spencer Group Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Marks and Spencer Group and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 69577 Marks and Spencer Group employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Marks and Spencer Group has purchased the following applications: Amazon EC2 for Application Hosting and Computing Services in 2016, Twilio Flex for Call Center in 2019, Salesforce Commerce Cloud for eCommerce in 2016 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Marks and Spencer Group is running and its propensity to invest more and deepen its relationship with Amazon Web Services (AWS) , Microsoft , Twilio or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Marks and Spencer Group revenues, which have grown to $13.75 billion in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Marks and Spencer Group intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Amazon Web Services (AWS) | Legacy | Amazon EC2 | Application Hosting and Computing Services | IaaS | n/a | 2016 | 2016 |
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Application Hosting and Computing Services | IaaS |
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2019 | 2019 |
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Content Delivery Network | IaaS |
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2020 | 2020 |
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Content Delivery Network | IaaS |
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2022 | 2022 |
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Twilio | Legacy | Twilio Flex | Call Center | CRM | n/a | 2019 | 2019 |
In 2019, Marks and Spencer Group deployed Twilio Flex as a cloud-based Call Center solution to centralize customer contact and modernize its switchboard operation. The project targeted omnichannel routing and rapid provisioning of messaging capabilities to support evolving customer preferences and the operational shocks of 2020.
The implementation combined Twilio Flex with Twilio Programmable Voice and Twilio Speech Recognition APIs to deliver real time speech to text and natural language routing. Marks and Spencer configured intent driven call flows that surface self service options and route customers to the appropriate department, store, or contact center agent, with a development prototype created in four weeks and validated on peak retail days.
Integrations were explicitly extended to Google DialogFlow for intent classification, and a Messaging solution for SMS notifications was launched to enable click and collect, bookable shopping timeslots, and grocery checkout from the retailer mobile app. Operational coverage included the companys stores and contact centers across the United Kingdom, supporting more than one million inbound telephone calls a month and handling over 20,000 calls during prototype peak day tests.
Governance and rollout followed an iterative prototype then nation wide deployment model, moving from a four week prototype to production readiness within 30 days. Outcomes reported in the deployment include more than 90 percent speech to text accuracy, a reduction of approximately 10 seconds in average handle time attributed to eliminating manual reason for contact capture, and improved call quality with reduced latency and shorter wait times.
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Customer Data Platform | CRM |
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2019 | 2019 |
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Customer Experience | CRM |
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2018 | 2018 |
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Customer Experience | CRM |
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2021 | 2021 |
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Customer Loyalty | CRM |
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2022 | 2022 |
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Customer Support | CRM |
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2017 | 2017 |
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Marketing Automation | CRM |
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2018 | 2018 |
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Marketing Automation | CRM |
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2018 | 2018 |
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Marketing Automation | CRM |
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2018 | 2018 |
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eCommerce
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Salesforce | Legacy | Salesforce Commerce Cloud | eCommerce | eCommerce | n/a | 2016 | 2016 |
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eCommerce | eCommerce |
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2022 | 2022 |
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| First Name | Last Name | Title | Function | Department | Phone | |
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