Improving GMROI by providing on-demand visibility to existing inventory and enabling store order fulfillment across multiple banners, over 900 stores, and distribution centers
A $1.0B North American online and brick-and-mortar retailer of pool equipment and supplies operating over 900 stores and multiple online banners.
The client was in the process of upgrading its technology platforms for upfront customer order capture and fulfillment operations. The company implemented the first phase of software to replace the web front end used by online customers as well as the back end used to manage customer service and order fulfillment operations. This initial implementation scope excluded the portfolio of stores and was completed during the height of the COVID-19 pandemic.
The next phase involved extending the platform to the client’s stores. The challenge was to leverage the new platform to include the ability to fulfill online orders in the stores via either in-store pickup or direct shipment to customers. A key desired capability was optimized omnichannel fulfillment from current store inventories or from distribution centers. In addition, the client wished to enable in-store customer returns of items ordered online. Additional complexity included the need to provide these capabilities across multiple separately branded websites. Further, the in-store phase of the project was on a tight timeframe for completion in time for the company’s busy season (spring 2021).