{"id":242445,"date":"2025-09-16T15:50:25","date_gmt":"2025-09-16T15:50:25","guid":{"rendered":"https:\/\/www.peoplevox.com\/?post_type=success-story&#038;p=242445"},"modified":"2026-05-11T08:51:23","modified_gmt":"2026-05-11T08:51:23","slug":"plaza-collection","status":"publish","type":"success-story","link":"https:\/\/www.peoplevox.com\/en-au\/success-story\/plaza-collection\/","title":{"rendered":"Plaza Collection: Connecting Brightpearl and Peoplevox for Omnichannel Efficiency"},"content":{"rendered":"<p>[et_pb_section fb_built=\u201d1\u2033 module_class=\u201dcpts-h1s-h2-text-button-image dark-gradient-section gradient-btt\u201d _builder_version=\u201d4.27.4\u2033 locked=\u201doff\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][et_pb_row column_structure=\u201d1_2,1_2\u2033 make_equal=\u201don\u201d _builder_version=\u201d4.27.4\u2033 background_size=\u201dinitial\u201d background_position=\u201dtop_left\u201d background_repeat=\u201drepeat\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][et_pb_column type=\u201d1_2\u2033 _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][et_pb_heading title=\u201dPlaza Collection\u201d _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d hover_enabled=\u201d0\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d sticky_enabled=\u201d0\u2033][\/et_pb_heading][et_pb_text _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d]<\/p>\n<p>Connecting Brightpearl and Descartes Peoplevox for omnichannel visibility and control<\/p>\n<p>[\/et_pb_text][et_pb_button button_url=\u201d@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9saW5rX3VybF9wYWdlIiwic2V0dGluZ3MiOnsicG9zdF9pZCI6IjUxNCJ9fQ==@\u201d button_text=\u201dTalk to Us\u201d _builder_version=\u201d4.27.4\u2033 _dynamic_attributes=\u201dbutton_url\u201d _module_preset=\u201ddefault\u201d hover_enabled=\u201d0\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d sticky_enabled=\u201d0\u2033][\/et_pb_button][\/et_pb_column][et_pb_column type=\u201d1_2\u2033 _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][et_pb_image src=\u201dhttps:\/\/www.peoplevox.com\/wp-content\/uploads\/2025\/09\/plaza-collection.webp\u201d _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d hover_enabled=\u201d0\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d title_text=\u201dplaza collection\u201d sticky_enabled=\u201d0\u2033][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u201d1\u2033 _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d locked=\u201doff\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][et_pb_row column_structure=\u201d2_3,1_3\u2033 _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][et_pb_column type=\u201d2_3\u2033 _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][et_pb_heading title=\u201dAbout\u201d _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d title_level=\u201dh2\u2033 hover_enabled=\u201d0\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d sticky_enabled=\u201d0\u2033][\/et_pb_heading][et_pb_text _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d]<\/p>\n<p>What started 25 years ago as a local cash and carry business in Greater Manchester has, thanks to a dedicated team and some smart tech decisions, become a local powerhouse in the fashion industry. Acting as a supplier to some of the biggest names in the scene, Plaza Collection has simultaneously built out an impactful range of direct-to-consumer (D2C) brands.<\/p>\n<p>Home of renowned labels like Maya Deluxe, Anaya with Love and Lovedrobe, we sat down with long-time team members Paul Dyson and Michele Jackson-Pownall to get the inside scoop on how this business has evolved its processes to suit growing demand, handled customer service challenges and future plans for further expansion.<\/p>\n<p>[\/et_pb_text][et_pb_heading title=\u201dOrigins of the Business and First Challenges\u00a0\u201d _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d title_level=\u201dh3\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][\/et_pb_heading][et_pb_text _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d]<\/p>\n<p style=\"padding-left: 40px;\"><em>\u201cThe business has changed a lot over the years. In the early days, it was pure wholesale, selling in bulk to local businesses. We started doing some made-to-order contract work and developed a bit of a client base. As that grew, and since we had everything in-house to make the clothes, we launched the first brand with a website of its own, selling directly to consumers. But those two sides of the business were totally separate \u2013 and both ran entirely manually.<\/em><\/p>\n<p style=\"padding-left: 40px;\"><em>We knew we needed to bring the business together with better systems, and we definitely knew the manual processes we were using in the warehouse were not suitable for the long term. In fact, they were holding us back and stopping us from growing. The whole thing operated on \u2018hope\u2019 to be quite honest. Staff were inputting every order by hand into the shipping software, and we had to rely on the numbers sent from our factories.\u201d<\/em><\/p>\n<p style=\"padding-left: 40px;\"><strong>Michele Jackson-Pownall, Director<\/strong><\/p>\n<p>[\/et_pb_text][et_pb_heading title=\u201dOnline Growth Further Highlights Issues\u00a0\u201d _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d title_level=\u201dh3\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][\/et_pb_heading][et_pb_text _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d]<\/p>\n<p style=\"padding-left: 40px;\"><em>\u201cAs we started doing more D2C orders, we were forced to create a customer service department and hire heavily, because so many things were going out late, inaccurately, and sometimes not at all! All these issues we were creating for ourselves led to an unmanageable number of inbound customer complaints and issues. Not only that, we had also seen an influx of negative reviews of our brands. We knew the customer experience wasn\u2019t where it needed to be.<\/em><\/p>\n<p style=\"padding-left: 40px;\"><em>In the warehouse itself, managing inventory and picking orders wasn\u2019t well optimized either: everyone was walking around with paper pick lists, and if you didn\u2019t know where everything lived in the warehouse, you didn\u2019t stand much chance of being efficient or productive.<\/em><\/p>\n<p style=\"padding-left: 40px;\"><em>Overall, it was clear this situation was a bottleneck that would only continue to hold us back as a business.\u201d<\/em><\/p>\n<p style=\"padding-left: 40px;\"><strong>Paul Dyson, Merchandising Manager<\/strong><\/p>\n<p>[\/et_pb_text][et_pb_heading title=\u201dTaking Action to Turn the Tide\u00a0\u201d _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d title_level=\u201dh3\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][\/et_pb_heading][et_pb_text _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d]<\/p>\n<p>The business made a critical hire with a clear remit: overhaul the technical architecture of the entire operation. The mission was to build a brand-new tech stack with the best possible providers and partners to create something that would work for Plaza Collection both in the present and into the future.<\/p>\n<p><strong>Key objectives were:<\/strong><\/p>\n<ul>\n<li>To reconcile the wholesale and retail sides of the business into one financial operation<\/li>\n<li>To have a much clearer insight into inventory holdings<\/li>\n<li>To pick, pack and ship orders more accurately and faster, without adding headcount in the warehouse<\/li>\n<\/ul>\n<p>This would ensure their customer service team could focus on value-adding tasks rather than just dealing with self-inflicted issues.<\/p>\n<p>[\/et_pb_text][et_pb_video src=\u201dhttps:\/\/www.youtube.com\/watch?v=ey5Cg9qceVI\u201d _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d theme_builder_area=\u201dpost_content\u201d hover_enabled=\u201d0\u2033 sticky_enabled=\u201d0\u2033][\/et_pb_video][et_pb_heading title=\u201dThe Go-To Tech Stack for Multi-Channel Retailers\u00a0\u201d _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d title_level=\u201dh3\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][\/et_pb_heading][et_pb_text _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d]<\/p>\n<p>Following in the footsteps of Natural Baby Shower, Beyond Retail and FurnitureBox, Plaza Collection opted for a Brightpearl by Sage + Descartes Peoplevox solution.<\/p>\n<p style=\"padding-left: 40px;\"><em>\u201cWe\u2019ve put Brightpearl in as our ERP \u2013 it\u2019s the hub of the business. In there, we\u2019ve got all the sales channels connected in, we manage all our purchasing, finance and invoicing as well. Brightpearl is set up with automation to route orders from those various channels into our warehouse, and that\u2019s where Descartes Peoplevox comes in.<\/em><\/p>\n<p style=\"padding-left: 40px;\"><em>Descartes Peoplevox is the master of inventory and is where we do all our stock control, sending data on available stock back up to Brightpearl and those sales channels. And then of course, we use the handheld devices to pick and pack the orders.\u201d<\/em><\/p>\n<p style=\"padding-left: 40px;\"><strong>Paul Dyson, Merchandising Manager<\/strong><\/p>\n<p>[\/et_pb_text][et_pb_dp_oc_custom _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][\/et_pb_dp_oc_custom][et_pb_heading title=\u201dFirst Impressions Post Go-Live\u00a0\u201d _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d title_level=\u201dh3\u2033 hover_enabled=\u201d0\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d sticky_enabled=\u201d0\u2033][\/et_pb_heading][et_pb_text _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d custom_padding=\u201d||0px|||\u201d]<\/p>\n<p>Like any business that has been in operation for multiple decades, overhauling all the systems and processes took a bit of getting used to, especially in a 40 + person team in the warehouse.<\/p>\n<p style=\"padding-left: 40px;\"><em>\u201cAt first some of the longer-term staff members in the warehouse were resistant to change. They\u2019d been doing their jobs the same way for so long, that anything new felt like a disruption. However, very quickly they started to see the benefits and how we were making their lives so much easier by implementing a warehouse management system.\u201d<\/em><\/p>\n<p style=\"padding-left: 40px;\"><strong>Michele Jackson-Pownall, Director<\/strong><\/p>\n<p>[\/et_pb_text][et_pb_heading title=\u201dKey Transformation Areas\u00a0\u201d _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d title_level=\u201dh3\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][\/et_pb_heading][et_pb_text _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d hover_enabled=\u201d0\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d sticky_enabled=\u201d0\u2033]<\/p>\n<p><strong>Reducing mistakes, mis-ships and inaccuracies<\/strong><\/p>\n<ul>\n<li>Historically, Plaza Collection did all their picking manually. This meant downloading orders, printing out shipping labels and then going around the warehouse locating the items for one order at a time. It was a slow, laborious process that often led to mistakes, mis-ships and inaccurate inventory. With Descartes Peoplevox, the team are now using barcode scanners with the WMS running on a mobile device. Pick runs are assigned to each device and pickers can pick multiple orders in one go, in a single pass of the entire warehouse and following the most efficient pre-defined route. Picking and packing mistakes are cut out, as the system does not let you pick the wrong item, and that has put an immediate stop to the number of mis-ships going out, remarkably improving the customer experience.<\/li>\n<\/ul>\n<p><strong>Accurate inventory information<\/strong><\/p>\n<ul>\n<li>For the first time, the business has been able to run continuous stocktakes through cycle counting, giving them an accurate view of their actual inventory holding. Previously, they relied on the numbers given to them by suppliers and would occasionally attempt to count everything manually in one go. This would all but guarantee stock listed on various sales channels would be incorrect and never in sync. Now, thanks to the stocktaking functionality in Descartes Peoplevox, Plaza Collection can sell on more marketplaces, like Amazon, with ultimate confidence that their stock is accurate and being kept up to date across their channels.<\/li>\n<\/ul>\n<p><strong>Better visibility throughout the business<\/strong><\/p>\n<ul>\n<li>The warehouse is no longer a mystery to the wider business. With manual processes and no centralized source of data, Plaza Collections\u2019 operation relied on a few individuals who knew where everything was supposed to be stored in the warehouse. Moreover, the merchandising and marketing teams had no idea how much stock they could try to sell, what kind of promotions to run, or how much throughput the warehouse could handle. Their main metric for success was gut feel, influenced by how many negative reviews or customer service issues they were seeing. Implementing the Descartes Peoplevox WMS has shone a light on everything behind the scenes in the warehouse. The team now understands how many orders a day they are shipping, and they can clearly see when stock is moving around, by who, and for what reason. This audit trail holds everyone to account and has driven vast improvements in productivity and accuracy day-to-day. Anyone in the company, whether working in the office or the warehouse, can get a pulse-check on fulfilment, as well as look up products, orders and inventory count.<\/li>\n<\/ul>\n<p>Overall, the project has been a revolutionary success. Implementing Brightpearl as the ERP and Descartes Peoplevox as the WMS for Plaza Collection has brought vast amounts of transparency, efficiency, and reliability to the business. Pickers and packers are working more productively and making far less mistakes, sales are growing as new channels are added, and customer service has been freed up to focus on value-add areas such as upsell and nurture, rather than constantly having to firefight problems and issue refunds.<\/p>\n<p>Looking ahead, the team are focusing more on the D2C side of the business with their three fashion brands. More money is being spent on marketing and growth now that they have confidence in their warehouse and operational strength. And the company has even secured an upgraded headquarters with a larger warehouse, which they will be moving into in 2025. The increased capability has encouraged ownership to invest further in the long-term growth of the business and the new site will allow them to do just that, holding more stock and supporting more sales channels as well as a larger headcount.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\u201d1_3\u2033 module_class=\u201dlight-section\u201d _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][et_pb_code _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d hover_enabled=\u201d0\u2033 global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d sticky_enabled=\u201d0\u2033]<img src=\"https:\/\/www.peoplevox.com\/wp-content\/uploads\/2025\/09\/color-logo_plazacollection.svg\" alt=\"color logo plazacollection\" class=\"logo-img\" loading=\"lazy\" decoding=\"async\">[\/et_pb_code][et_pb_code _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d][\/et_pb_code][et_pb_text _builder_version=\u201d4.27.4\u2033 _module_preset=\u201ddefault\u201d global_colors_info=\u201d{}\u201d theme_builder_area=\u201dpost_content\u201d]<\/p>\n<p><span style=\"color: #009ceb;\"><strong>Vertical<\/strong><\/span><br>Fashion<\/p>\n<p><span style=\"color: #009ceb;\"><strong>Software Integrated<\/strong><\/span><br>Brightpearl by Sage<\/p>\n<p><span style=\"color: #009ceb;\"><strong>Region<\/strong><\/span><br>UK<\/p>\n<p><span style=\"color: #009ceb;\"><strong>Company Size<\/strong><\/span><br>Scale Up<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>See how Plaza Collection scaled wholesale and D2C operations with Peoplevox WMS\u2014reducing mis-ships, improving visibility, and streamlining fulfilment. 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