Case Study
IBM Sterling OMS Implementation Enables Store Fulfillment for a National Specialty Retailer
Connecting Order Management, Inventory and Store Fulfillment
A national specialty retailer with more than 250 stores needed to modernize the systems supporting its stores and e-commerce business. Disconnected legacy applications limited inventory visibility and made it harder to coordinate order fulfillment across channels.
Nextuple implemented IBM Sterling Order Management System (OMS), Call Center, store fulfillment capabilities, and Inventory Visibility. Together, these solutions connected order orchestration, inventory information, customer service, and store operations to support buy online, pick up in store (BOPIS) and ship-from-store fulfillment.
The customer
A National Specialty Retailer Connecting Stores and E-Commerce
This U.S. specialty retailer brings together home furnishings, décor, gifts and international food through a nationwide store network and e-commerce business. To support its omnichannel strategy, the retailer needed a modern order management foundation connecting inventory visibility, customer service and store fulfillment.
INDUSTRY
Specialty Retail: Home Furnishings, Décor & Food
CHANNELS & Fulfillment
Stores, E-Commerce, BOPIS & Ship-from-Store
OMS PLATFORM
IBM Sterling Order Management System
ENGAGEMENT SCOPE
OMS Implementation, Integration & Phased Store Rollout
What Was Limiting the Retailer’s Omnichannel Fulfillment?
Fragmented inventory information and disconnected legacy systems made it difficult to coordinate order promising and fulfillment across stores, distribution centers, and vendors. The retailer needed to improve three areas:
-
Inventory visibility: Give teams a more consistent view of stock availability across channels.
-
Order sourcing: Route orders using inventory availability, fulfillment cost, and customer preferences.
-
Store fulfillment: Support BOPIS and ship-from-store workflows while accounting for store labor capacity.
How Nextuple Implemented the IBM Sterling Solution
Nextuple implemented a connected IBM Sterling solution spanning order orchestration, inventory visibility, customer service, and store fulfillment. Each component addressed a different part of the retailer’s operating model.
Order Orchestration with IBM Sterling OMS
IBM Sterling OMS provided the core order-management capability, coordinating order processing and sourcing across fulfillment locations.
Inventory Visibility Across Locations
IBM Sterling Inventory Visibility improved access to inventory information across the network, supporting availability checks and sourcing decisions.
Customer Service with IBM Sterling Call Center
IBM Sterling Call Center gave customer service representatives tools to process and manage customer orders within the broader order-management environment. Explore next-generation IBM Sterling Call Center capabilities
Store Fulfillment and Associate Workflows
IBM Sterling store capabilities supported associates in managing store inventory and fulfilling online orders, including BOPIS and ship-from-store workflows.
What Changed for the Retailer?
The implementation connected inventory information, order sourcing, customer service, and store fulfillment within a coordinated operating environment. The retailer gained:
-
More consistent inventory visibility to support availability and fulfillment decisions across channels.
-
Coordinated order sourcing based on inventory availability, cost, and customer preferences.
-
Connected store fulfillment workflows for BOPIS and ship-from-store orders.
-
Integrated customer service capabilities for processing and managing orders.
Nextuple supported the program through consulting, implementation, and ongoing support.
Plan Your OMS Implementation
Connect order management, inventory visibility, and fulfillment around the needs of your business. Nextuple can help define implementation requirements, integrate the right capabilities, and plan your rollout.