Retailer

Better customer experience with the transparency of availability information and delivery times

The order management system improved the online store’s functionality, which is reflected in many additional features available to end customers. The online store provides both real-time availability information and product-specific delivery time estimates.

Furthermore, information is now also provided on the supplier’s stock status. The online store’s purchasing process includes an exact delivery time for the entire order and real-time inventory reservations all the way to the inventory system, if necessary.

The customer was provided with an order management solution that is efficient and scalable both now and in the future as the online store grows. In addition to the product-specific availability information for the online store, the solution provides the means for managing and optimizing both orders and deliveries in an effective and centralized manner. Moreover, the solution also includes the related customer-service interface. 

Implementation of the order management solution

The online store has been implemented using HCL Commerce, and the selection is maintained with the Informatica P360 product information management (PIM) system. The order management project introduced the IBM Sterling system with an integrated sales channel (HCL Commerce), ERP system (SAP) and PIM system (Informatica P360).

Delivery process perfected at just the right time

The following was put in order in the online store’s delivery process:

• order optimization to minimize shipping costs
• real-time, automatic reversal between the company’s balance and supplier’s balance
• delivery estimate updated in real-time, in case the product becomes available sooner than anticipated
• immediate re-planning of the delivery and picking for another location in exceptional situations
• delivery monitoring, including real-time monitoring of late deliveries

The customer is very pleased with the outcome of the project, as the efficient order management solution saves a considerable amount of time in terms of the online store’s management, bringing significant cost savings. The company is now also better equipped to provide good customer service, which enables a better online customer experience.

The solution was implemented just before the COVID-19 pandemic reached Finland and the delivery capacity of the online store was really put to test. The customer commended the functionalities provided by the solution several times, now that the brick-and-mortar business is increasingly being replaced by eCommerce.

Next, the customer will be provided with a new delivery method; in-store delivery. Product returns and the sale of returned products can also be managed via the order management system.

• An efficient order management solution saves a considerable amount of time, bringing significant cost savings
• Improved ability to provide good customer service, which enables a better online customer experience

• The order management solution enables the provision of real-time availability information and accurate delivery time promises