Case Study Liverpool
Driving operational excellence at scale
How Liverpool achieved stronger stability and growth with Value-led AMS
5-MINUTE READ
Everyone loves a good sale. It’s the perfect opportunity to get what you want at the right price. Whether you’re buying online or in person, haute couture or down-to-earth, the last thing you want is for technology to get in the way.
With more than 350 stores across Mexico, retail giant Liverpool seized the opportunity to scale operations to guarantee their loyal customers seamless access to quality, style, and value. To strengthen this promise through continuous innovation and to prepare for high-demand events, Liverpool partnered with Accenture to reinforce its operations and continue delivering excellence at scale. The company launched a transformation initiative focused on expanding system stability, agility and future growth.
As our collaboration began, Liverpool further enhanced its operational excellence, ensuring consistent value for customers at every touchpoint. For example, operational opportunities were addressed and order processing time improved by 80%. Now, the company can execute events with the highest traffic with greater precision and continuity.
83%
Decrease in processing time from 2.5 hours to 0.5 hours.
50%
Reduction in the number of incidents across 60 applications.
A culture of prevention and delivery excellence
As part of its continuous improvement culture, Liverpool continues to strengthen the alignment between business and IT, evolving its IT function into a key business driver. Accenture helped strengthen this connection—evolving its IT function into a key business enabler focused on prevention, automation and long-term value delivery.
To accelerate its transformation journey, Liverpool adopted Accenture’s Value-Led Application Managed Services (AMS) framework. This strategic approach aligned goals, KPIs and business priorities to drive operational stability and profitability.
As part of this evolution, Liverpool deployed GenWizard, an AI-powered platform that leverages predictive analytics and automation to enhance IT delivery. With this solution, Liverpool streamlined IT operations—enabling predictive maintenance, intelligent documentation, and code optimization—while freeing up internal teams to focus on higher-impact, strategic initiatives.
With Accenture, we have a strategic partnership that has allowed us to advance in our journey of technological transformation. They’re not just another provider but a true partner that has allowed us to evolve and improve our operational excellence.
Gerardo Muñoz Martín / Chief Information Officer, Liverpool
31%
Increase in orders and sales.
23%
Improvement in delivery time.
10%
Improvement in customer NPS.
Delivering measurable impact at scale
Our shared success is proven by Liverpool’s strengthened ability to operate seamlessly during peak commercial moments. By the end of 2024, the company successfully executed 10 high-traffic events without disruptions, reflecting a new level of operational resilience.
Key business metrics also improved significantly:
- Order processing time was reduced by 83% (from 2.5 to 0.5 hours)
- Orders and sales increased by 31%
- Delivery times improved by 23%
- Customer Net Promoter Score (NPS) rose by 10%
- Operational stability improved significantly, with technology incidents across 60 applications reduced by over 50%
These results reflect the strength of Liverpool’s vision — and the power of effective collaboration.
Looking ahead
Liverpool has made significant progress in aligning IT and business strategy, strengthening system reliability, ensuring business continuity, and enhancing customer satisfaction. These advancements position the company to face external challenges with even greater resilience and agility.
This is only the beginning of a long-term strategic partnership between Liverpool and Accenture, focused on continuing to enhance application services and delivering a unified, seamless omnichannel experience to customers across all channels.
Together, Liverpool and Accenture are building the foundation for long-term growth, innovation, and customer value—shaping the future of retail in Mexico and beyond.