Card Factory Case Study.

>> Executive Summary

Card Factory, the UK’s leading retailer of greeting cards and celebratory merchandise, partnered with PL Projects to support its ambitious five-year digital transformation strategy. Facing increasing competition from e-commerce rivals, Card Factory recognised the need to modernise its project governance, PMO structure, and delivery capabilities.

PL Projects established a scalable IT PMO, transitioned it into an enterprise-level function (ePMO), and deployed the Triskell PPM tool to enable data-driven portfolio governance. Through a blend of strategic programme delivery, capability-building, and flexible resource augmentation, PL Projects delivered tangible results – enhancing project prioritisation, stakeholder alignment, governance, and decision-making across the business.

The Client.

Card Factory is a prominent UK-based retailer specialising in greeting cards, gifts, wrap, balloons, and other celebratory merchandise. Since its founding in 1997, the company has grown to become the UK’s leading specialist retailer in its category, with over 1,100 stores across the country and a growing e-commerce presence through its online platform.

Serving millions of customers each year, Card Factory has become a household name for value-driven, high-quality products that help people celebrate life’s moments – from birthdays and weddings to seasonal holidays and everything in between. In addition to its high street dominance, the business has strategically invested in its digital offering to meet the changing preferences of modern consumers.

As part of its commitment to long-term growth and customer engagement, Card Factory embarked on an ambitious five-year digital transformation journey. This initiative was designed not only to modernise its operations and customer experience but also to ensure it remains agile and competitive in a fast-evolving retail landscape increasingly shaped by e-commerce competitors like Moonpig and Funky Pigeon.

To support this vision, Card Factory recognised the need to enhance its internal capabilities – particularly in how projects were governed, delivered, and aligned with business goals. This was the foundation upon which PL Projects began its partnership with Card Factory: to help structure, lead, and evolve their transformation with the right expertise, governance, and tools.

The Challenge.

Card Factory embarked on a five-year digital transformation strategy to enhance its High Street presence and better compete with online rivals like Moon Pig. Central to this transformation was the need to modernise project management processes to ensure seamless execution of a broad portfolio of IT and business initiatives.

At the outset, the company lacked a consolidated project management process, and its existing IT PMO (Project Management Office) was not mature enough to support the company’s growing demands.

PL Projects was engaged to establish a robust, scalable project management framework that would support Card Factory’s digital transformation and streamline its project delivery process.

With expertise in PMO setup for project governance and organisational structure, PL Projects provided tailored recommendations to strengthen project management capabilities across Card Factory’s IT and Transformation Office, with the intention to move to a digitised approach supported by an effective Project Portfolio Management (PPM) solution deployment.

The Solution.

Establishment of the IT PMO (Project Management Office):

We started by setting up Card Factory’s IT PMO, introducing a consolidated weekly planning process and establishing Microsoft Project standards. This process also involved developing essential Project Management processes and templates to ensure consistency and reliability across all projects. A SharePoint workspace was integrated with Microsoft Teams to enhance collaboration among project teams, enabling better communication and document management.

Transition to an ePMO (Enterprise PMO):

Following the successful setup of the IT PMO, PL Projects led the transformation of the PMO into a standalone enterprise function (ePMO). The new ePMO framework was designed to be adaptable, supporting various project types with differing levels of complexity. We implemented flexible governance based on the size and criticality of each project, applying methodologies such as APM, PRINCE2, and iterative approaches where appropriate. This approach allowed the ePMO to scale its processes to meet the needs of both small and large initiatives.

Ongoing Resource Augmentation and Strategic Project Delivery:

PL Projects augmented Card Factory’s internal resources, managing key strategic projects critical to its digital transformation. These projects included:

• Implementation of a Human Resource Information System (HRIS)
• Deployment of a Project Portfolio Management (PPM) tool (Triskell)
• Development of a new investor website
• Delivery of an ERP Implementation Programme (SAP)
• Management of a data warehouse project for the Online Sales Department

Portfolio Management and Governance:

A monthly portfolio cycle was established to gather data from all active projects, allowing the executive team and PLC board to receive up-to-date insights and make informed decisions. Governance processes were put in place to ensure that project information was both reliable and accessible, helping improve stakeholder alignment and accountability across the board.

Ongoing Training and Development:

To ensure long-term sustainability, we provided ongoing training to Card Factory’s internal teams, promoting project management maturity across the organisation. Regular training sessions and workshops helped equip employees with the skills to manage projects independently, ensuring that the ePMO would continue to thrive even after PL Projects’ direct involvement was reduced.

The Outcome.

The transformation significantly improved Card Factory’s project management capabilities, resulting in several key benefits:

Prioritisation of High-Value Projects:

By implementing an adaptable and structured framework, PL Projects helped Card Factory focus on high-value initiatives that aligned with their strategic goals. This approach ensured that resources were allocated effectively, reducing the potential for waste and maximising the return on investment in projects.

Enhanced Stakeholder Alignment:

Clear communication and regular reporting helped align all stakeholders on project objectives, delivery status, and approaches. This alignment was critical in ensuring that Card Factory’s projects remained on track and that expectations were managed effectively.

Improved Information Availability and Reliability:

The introduction of robust governance processes guaranteed that all relevant project information was easy to access and reliable. The use of standardised processes and tested tools created a framework where stakeholders could confidently rely on project data.

Clear Accountability:

The establishment of a RACI (Responsible, Accountable, Consulted, Informed) framework helped clarify roles and responsibilities, promoting accountability across project teams. This enhanced visibility allowed for more effective decision-making and project tracking.

Informed Decision-Making:

Consistent access to up-to-date project data facilitated better decision-making at all levels of the organisation. Steering committees were able to review project progress regularly and make timely decisions to keep projects aligned with Card Factory’s strategic goals.

Key Obstacles and Strategic Solutions.

Resistance to Adoption of PMO Practices:

When transitioning from an IT PMO to a full-fledged ePMO, there was initial resistance to adopting new project management practices and processes. Some teams struggled to see the value of the new way of working.

Solution:

• PL Projects addressed this by conducting a series of theoretical and practical training sessions to introduce new tools and processes.
• Weekly drop-in sessions were held to provide ongoing support and to answer any questions.
• “Lunch and Learn” sessions focused on specific areas where teams faced challenges, offering a relaxed environment to share knowledge and insights.
• Senior management was engaged early in the process to secure leadership buy-in, ensuring that the new approach was fully supported at the executive level.

Changing Client Requirements:

As the transformation progressed, Card Factory’s requirements evolved. Managing these changes and ensuring the solution remained adaptable was a challenge.

Solution:

• We embraced an agile mindset, remaining flexible and responsive to changes in client needs.
• The team conducted regular feedback sessions to gather input and make iterative improvements.
• Weekly feedback sessions with stakeholders and 1-on-1 discussions with internal teams helped ensure alignment and quick resolution of issues.

KPI Achievement.

To measure success, PL Projects used service agreements with clear outcome-based KPIs. This approach ensured the timely and high-quality delivery of services, with key milestones and deliverables consistently met.

KPIs Included:

• Service-level targets
• Time-based deliverables

With a focus on building strong relationships and maintaining clear communication, PL Projects achieved over 99% compliance with KPIs, meeting all key performance expectations. The relationship-driven approach fostered trust and enabled Card Factory to confidently rely on the resources and support provided by PL Projects.

PPM Tool Implementation with Triskell.

During the implementation of the PPM tool, PL Projects partnered with Triskell, a leading provider of Project Portfolio Management (PPM) solutions, to deploy their software as a central pillar of Card Factory’s digital transformation strategy. Triskell delivers a flexible and scalable platform that enables organisations to manage their entire project portfolios effectively, ensuring alignment with strategic business objectives while optimising resource allocation.

With the implementation of Triskell’s PPM tool, PL Projects provided Card Factory with a fully integrated, data-driven approach to portfolio management. This enhanced transparency, improved reporting accuracy, and allowed the leadership team to make more informed decisions based on real-time project data. The system supported a seamless transition to a digitised, scalable PMO model, capable of supporting the business as it grew and evolved.

This partnership was instrumental in streamlining Card Factory’s project governance and execution, and it served as a catalyst in their journey toward a more mature and effective project delivery environment.

A Collaborative Team Approach.

Throughout Card Factory’s transformation journey, PL Projects deployed a team of experienced professionals tailored to the evolving needs of the business. From the initial planning and PMO setup to strategic programme delivery and portfolio governance, multiple specialists from PL Projects joined Card Factory over the life cycle of the engagement.

These professionals included:

• Project Planners, who supported scheduling, reporting, and resource coordination.
• PMO Analysts and Managers, who led the development of processes, templates, and portfolio reporting frameworks.
• Project Managers, who played a critical role in leading high-impact transformation projects across IT and business functions.

This flexible, scalable resourcing model allowed Card Factory to benefit from specialised expertise at each stage of the transformation, ensuring continuity, capability uplift, and seamless integration into their internal teams. The collaborative nature of the engagement enabled Card Factory to respond dynamically to emerging priorities and ensured PL Projects remained a trusted and embedded partner in their transformation success.

Specific Services Delivered.

As part of the engagement, PL Projects provided a wide range of services that supported both foundational setup and advanced delivery capabilities. These included:

• Project Planning: Development of detailed project schedules, timelines, and resource plans to ensure realistic, trackable project execution.
• PMO Services: Design and establishment of both IT PMO and ePMO structures, including the creation of governance frameworks, reporting cycles, project templates, and portfolio processes.
• Project Management: Leadership of key strategic initiatives, from HRIS and ERP implementation to web development and data projects, ensuring timely delivery and alignment with business goals.
• PPM Tool Deployment: Implementation of the Triskell PPM platform, enabling enterprise-wide project visibility and improving decision-making through robust reporting and portfolio analysis.
• Training and Capability Building: Ongoing training, coaching, and development sessions to embed project management best practices within Card Factory’s internal teams.

By delivering these targeted services, PL Projects supported Card Factory at every level of its digital transformation – from operational detail to strategic oversight – helping to build a future-ready, high-performance project delivery environment.

Conclusion:

This case study demonstrates how PL Projects’ partnership with Card Factory contributed to their successful digital transformation, delivering lasting benefits through effective project management and governance processes.

Card Factory’s transformation journey stands as a strong example of how a well-structured approach to project delivery, supported by the right tools and expertise, can drive meaningful change across an organisation. Through a close and collaborative partnership, PL Projects played a pivotal role in establishing and maturing Card Factory’s PMO capabilities, enabling a more strategic, consistent, and transparent way of delivering change.

From deploying experienced planners, PMO professionals, and project managers to implementing the Triskell PPM platform, PL Projects helped lay the foundation for a scalable and future-proof delivery model. The result was an uplift in delivery maturity, greater alignment between strategy and execution, and the creation of a PMO function capable of supporting long-term digital and business transformation.

This case study highlights not only the value of tailored, flexible support but also the importance of building the right capabilities to sustain and scale delivery excellence. PL Projects is proud to have contributed to Card Factory’s success and remains a committed partner in supporting organisations on their transformation journeys.

Why PL Projects: A Trusted Partner in Transformation.

Card Factory chose PL Projects as a strategic partner for its digital transformation journey because of our proven ability to deliver results, no matter the scale, complexity, or maturity level of the organisation.

At PL Projects, we bring together a team of experienced professionals with deep expertise across project planning, PMO development, and hands-on project and programme management. From embedding robust governance frameworks to deploying advanced tools like Triskell, our approach is both comprehensive and adaptable – tailored to fit the unique needs of each client.

What sets us apart is not just our technical capability, but our ability to work collaboratively with internal teams, build lasting relationships, and transfer knowledge to ensure long-term success. For Card Factory, this meant access to a versatile pool of talent throughout their transformation – ranging from planners and PMO specialists to senior project managers – who seamlessly integrated with their teams to deliver value at every stage.

We understand that every transformation is different, and we pride ourselves on delivering efficient, scalable, and future-focused solutions that enable our clients to move forward with confidence. With a track record of success in supporting complex change initiatives across industries, PL Projects is equipped to lead and support digital transformation programmes of any magnitude.

Exceptional project delivery – more happy clients.

These are just a few of the great things our clients have said about us! We have even more testimonials from leading companies, praising our expert project management delivery, PMO excellence, planning, governance, and controls. Our accredited training and dedicated training team have also received fantastic feedback. See what our clients say about how we’ve helped them achieve project success – click below to read more!