Leading Beauty Product Retailer

Laying a Foundation for Flawless Commerce

What if… we could digitize the supply chain of an international beauty product retailer and distributor to create true omnichannel commerce?

Our client is a leading international retailer and distributor of professional beauty supplies.

A Customer Experience in Need of a Makeover

Organizations and individuals alike expect efficiency in their ordering processes, but our client was struggling to keep up with competitors and customer demands when it came to features like split shipments and fulfilling from multiple locations. As a result, the business was losing sales. The company needed to reimagine its order management model to meet marketplace demands and keep pace with competitors.

An OMS That Turns Heads

Without a robust order management system, our client was unable to split shipments and automate aspects of the fulfillment process. As a result, 20% of its online orders were cancelled due to the inability to source and fulfill orders from various locations.

We conducted several workshops and whiteboard sessions with stakeholders to outline the company’s key goals and business requirements.

Armed with this information, we got to work implementing the IBM Sterling OMS platform, taking care to integrate seamlessly with the business’s other technologies, as well as its retail website. Then we moved on to do the same for the client’s secondary brand, which caters primarily to B2B customers.

The new OMS capabilities provide improved visibility and flexibility in ordering, fulfillment, and customer service processes, especially for call center employees, and elevates the overall purchasing experience for both B2B and B2C customers.

A Picture-Perfect Digital Roadmap

The company was limited in its fulfillment capabilities, so customers could not shop wherever and however they wanted. To fix this, we built a digital roadmap and strategy to move forward in the quest for true omnichannel commerce.

The new OMS platform allows our client to deliver on capabilities such as buy online, pick up in store and same-day delivery. Elevated order fulfillment capabilities and improved inventory visibility also resulted in new sales channel opportunities with third-party marketplaces like Amazon and eBay, helping the company meet its customers wherever they shop.

The IBM Sterling OMS implementation improved our client’s order fulfillment processes, reduced the number of order cancellations, and increased fill rates. As a result, the customer experience improved exponentially, order volumes grew 600% in certain product categories, and the company recognized a 100% ROI on its OMS investment in just a few months.

Results

Adding the Finishing Touches in Record Time to Prep for a Pandemic

As retail businesses across the nation struggled amid the COVID-19 pandemic, our client had an immediate need to stand up a new ship-from-store function, adding another fulfillment option that would allow customers to receive their orders.

Typically, this type of elaboration would take three to four months to implement, so when the client and asked if we could deliver this functionality in just ten days, it seemed impossible.

However, our commitment to the client and our expertise in order management made us the perfect partner in the face of this crisis. The ship-from-store functionality was built and deployed in ten days, as promised, and launched without a hitch.

The IBM Sterling OMS implementation improved our client’s order fulfillment processes, reduced the number of order cancellations, and increased fill rates. As a result, the customer experience improved exponentially, order volumes grew 600% in certain product categories, and the company recognized a 100% ROI on its OMS investment in just a few months.

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