Boots and IconSystem® celebrate 20-year strategic partnership

Retail powerhouse Walgreens Boots Alliance has been using IconSystem for two decades to manage its extensive store estate and deliver consistent, compliant retail experiences UK-wide. 

• IconSystem information management software delivers value across every aspect of Boots’ property management programme. Key benefits include:  
• Single source of truth for all property-related data 
• Swift, accurate responses to strategic projects and maintenance requests
• Seamless collaboration with contractors and suppliers while maintaining strict security
• Less time spent on administration as a result of automating core tasks
• Consistent customer experiences through centralised specifications and standards management
• Robust compliance due to systematic document control and audit trails
• Flexible platform, continuously developed to meet Boots’ evolving needs 

IconSystem: the foundation for retail excellence  

As the UK’s largest health and beauty retailer, Walgreens Boots Alliance plays a vital role in community healthcare, operating more than 2,100 stores across the country.  

85% of the UK population live within 10 minutes’ drive of a Boots store. 

Managing this extensive property portfolio while delivering continued store improvements is only possible with robust digitalised property management processes.  

For the past 20 years, IconSystem has been an integral part of Boots’ property infrastructure, helping the retailer manage thousands of projects – from store openings and redesigns to specific installations – while maintaining consistent standards across its store network.

In an environment where customers are seeking meaningful interactions and experiences, IconSystem’s role in maintaining high property and design standards directly supports the company’s purpose to be “With You. For Life.” 

Streamlining property management operations at scale 

For the past six years, Boots’ use of IconSystem has been spearheaded by Gurdial Flora, Head of Property Operations, and David Holt, Design Standards and Systems Development Manager. 

For Gurdial, David and the wider team, IconSystem is the central repository platform for all property-related documentation, from leases and deeds to project information, photos and health and safety certifications. 

 “Having one version of the truth is really important to us. With IconSystem, everyone sees the same information, and documents are easily accessible from anywhere. It’s crucial to have this consistency across our store network.”  

David Holt, Walgreens Boots Alliance 

The software’s role extends beyond just document storage. All core information for Boots’ property programmes comes from IconSystem, with projects set up and managed through the platform. The data captured drives key decisions and activities across the wider property function. 

The software’s capabilities are also crucial for maintaining operational efficiency. For example, IconSystem provides complete visibility of who is  on site to ensure continuity of trade . 

 “When we need to know who’s been on site, what they were doing and when they were there, we can quickly access that information in IconSystem. This is crucial for maintaining continuity of trade and ensuring compliance with our obligations.”“  

David Holt 

From digital document storage to operational asset 

Over two decades, the partnership between Boots and IconSystem has evolved from basic document management to comprehensive property operations. IconSystem now plays a pivotal role in helping Boots maintain property standards and ensure compliance with industry and health & safety regulations through: 

• Comprehensive audit trails for project and compliance documentation
• Controlled access permissions for internal teams and external contractors
• Secure storage of essential files such as architectural drawings and design standards  

In addition, detailed historical records enable contractors to review previous work at each site. This visibility is essential for maintaining continuity across Boots’ extensive store network.

“IconSystem is vital to our property function. Our external consultants and contractors can efficiently upload and manage documentation through the system, and it’s the source of all our core programme information.”  

Gurdial Flora, Walgreens Boots Alliance 

The team has also automated essential tasks through IconSystem, reducing the administrative burden on operational staff. For instance, IconSystem enables bulk updates across multiple store locations rather than requiring manual data entry for each site. This is particularly valuable considering Boots’ extensive store network; a single update might need to be implemented across hundreds of stores.  

Driving continuous innovation over two decades  

 The longstanding partnership between Boots and IconSystem is built on a shared commitment to continuous improvement.  

“The more value-add things we can implement in IconSystem to enhance people’s lives and make their jobs easier, the smoother our operations run.”  

David Holt 

Through a development retainer, IconSystem works closely with Boots to proactively identify and deliver new features that address emerging business needs. This collaborative approach ensures the software evolves alongside Boots’ operations, driving efficiency across its property portfolio.  

“We’ve developed and adapted IconSystem over the years to create new features. This flexibility helps us respond to our changing requirements while maintaining efficient operations.”
Gurdial Flora 

 A prime example of bespoke development is the recent forms solution that digitalises compliance documentation. This feature associates all forms with their relevant projects, creating a more efficient, searchable system that eliminates paper-based processes.  

“Using the forms solution within IconSystem rather than pieces of paper has systemised our compliance processes. It’s going to save us a lot of paperwork and give us a much better oversight of compliance across our properties.”  

David Holt 

IconSystem’s adaptability has proven invaluable as Boots’ business has evolved, with the platform’s flexibility supporting the company through various phases of growth and transformation.  

“Having a great relationship with our technology partners is fundamental to our success. It goes beyond just getting the work done – we can have honest conversations and work together to drive continuous improvement.”  

Gurdial Flora 

 With Boots, for life  

The 20-year partnership between Boots and IconSystem demonstrates how strategic technology investment can drive long-term operational excellence. 

As Boots continues to evolve its store network and enhance its healthcare services, IconSystem’s adaptable software ensures property management operations support the retailer’s strategic business goals. 

And with Boots now focused on store innovation rather than expansion, IconSystem’s ability to streamline complex property projects while maintaining rigorous compliance standards is still proving invaluable.   

” As our business needs change, IconSystem helps us to adapt and maintain efficient operations.”  

David Holt