CASE STUDY

e-commerce & omni-channel

www.hcltech.com

Client Profile One of the leading specialty retailers for fashionable women’s clothing, serving clients

through its 1025 stores across the United States, Puerto Rico and Canada.

Challenges• Meeting customer expectations of seamless purchases and delivering options, across

a growing number of channels

• Catering to the increased cross-channel consumer research and varied shopping

patterns of customers

• Loss of potential sales when e-commerce fulfillment centers were stocked out

• Reduction in margins due to unsold distressed inventory in stores

• Decentralized inventory management and lack of visibility of inventory across channels

• Need to streamline supply chain efficiencies

• Lack of standardized integration across systems

The HCL Solution• Implemented Manhattan Associates Distributed Order Management and Global

Inventory Visibility modules for its online business and stores division

• Implemented a robust store fulfillment module for orders shipped via stores

(750+ stores across the US)

• Provided a reliable solution to integrate multiple disparate applications to exchange

data in real-time using Sterling Commerce Integration Platform and SAP PI

• Provided a blueprint and design for the entire end-to-end technology architecture in

their Omni-channel transformation journey

• Delivered end-to-end quality management by building a regression test suite to cover

for current and future releases for Omni-channel and eCommerce businesses

Bringing together ‘Clicks’ and ‘Bricks’HCL enables multichannel order management for greater customer experiences and sales

Impact Delivered• Enhanced customer experience by enabling customers to check real time stock

availability across channels

• Improved total brand sell through cross-channel order fulfillment capabilities

– Exceeded revenue targets driven by multi-channel fulfillment which are 50% faster

than projected

• Expanded margin rates across brands

• Established standard operating processes and procedures (SOPs) that allow stores to

fulfill large volume orders

The HCL DifferenceHCL implemented Manhattan Associates Distributed Order Management solution, Global

Inventory Visibility and store fulfillment modules. It also built a robust and scalable

integration framework to support the client’s business growth.

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