Qodea Signs, Seals and Delivers for Moonpig Group

Over two decades, Moonpig has become a household name, selling a range of products for every occasion – from birthdays to anniversaries and all the milestone moments in between.

The fast and convenient service flourished, with Moonpig becoming the leading eCommerce destination for those looking to send personalised greeting cards, flowers and gifts.

• Change Management
• Training and Support
• Trusted Partner

The Challenge

 In 2019 The Moonpig Group (including Greetz in the Netherlands) was formed following a separation from online photo printing company Photobox Group.  Post-separation, Moonpig Group was faced with the challenge of de-merging two domains. With the support of CTS, the largest dedicated Google Cloud partner in Europe, the group separated the Moonpig and Greetz domains from the Photobox Group, creating a new Moonpig Group domain, with the Moonpig and Greetz sub-domains connecting to it.  It was vital to make sure customer and operational data was seamlessly integrated with little disturbance to its day-to-day operations. 

This process involved a transitional period of two weeks, over which Qodea devised short-term solutions aimed at keeping operations up and running. With a change in management and teams used to using Microsoft Office, Qodea provided internal training sessions,  including 15 starter videos for onboarding to effectively manage the change between platforms.

The Solutions

Change Management 

In 2022, Moonpig Group bought BuyaGift and Red Letter Days. Both organisations were using Microsoft Office, and so in 2023, CTS assisted with their migration to Google Workspace. To ensure a smooth transition CTS created a tailored communications plan to help minimise the impact of the migration, at a time when the business was undergoing multiple change initiatives, simultaneously. 

The communications plan focussed on three milestones for users to prepare for the migration:

• Pre-migration tasks
• On-the-day tasks
• Post-migration/ad-hoc tasks 

To mitigate risk, clear deadlines were established for each milestone and an escalation process was put in place to handle end user support while preparing its new internal service desk through Slack. As Moonpig Group used Slack as its day-to-day communication channel, additional training materials, instructions, and sign-up links for the training sessions were located on a dedicated support site.

Training and Support

Qodea offered instructor-led remote sessions and training videos to Moonpig employees. Extra support sessions were scheduled post-migration to help users set up their new Google Workspace settings and to provide further help with on-the-day or post-migration tasks. 33% of users were anxious prior to completing training, however as a result of Qodea’s support, all users were excited about using Google. The migration, support and training provided by Qodea made it a positive experience for all employees.

Jay Patel, Director of IT and Security at Moonpig Group commented, “Knowing that my teams, whether that be security or IT, can reach out to Qodea with any queries they have, and knowing that they will get a response in a timely manner makes everyone’s life easier. Over time we’ve established a strong relationship with Qodea, especially during the migration of our acquired companies, and each transition has been seamless.  It is a testament to all involved.”  

Trusted Partner 

Following a series of successfully completed projects, Qodea has since become one of Moonpig’s trusted Google partners, providing 3rd level support for Moonpig’s internal service desk team for Google Workspace issues. Moonpig Group’s account managers also have direct access to Qodea if they have any questions or queries, something which is essential in such a fast-paced environment.

Looking Ahead

By choosing Qodea as its partner, staff of The Moonpig Group now have the ability to work seamlessly through Google Workspace, and continue to grow the scope of its licensors.

“From day one, Qodea has correctly anticipated any shift in requirements and understood exactly what we need – whether that‘s improved security or providing the data/insight required to ensure we‘re maximising our use of Workspace. They provide a pragmatic approach to our requests and address any challenge with a positive, problem solving attitude.” He continues, “for us, the adoption of Qodea was both necessary and revolutionary, and has become an invaluable support system for our business, and, I hope this relationship continues to develop in the future.”