The perfect order. This is the holy grail of distributed order management in the multi-system world most companies live in today. For example, by offering free shipping when shipping to store or by providing drop-box pickup along a customer’s daily commute, omnichannel creates value for potential customers and increases conversion. But how can you deliver a great customer experience without hurting your bottom line?
Supply chains of the future will enable an intelligent order management system – working on your behalf, across multiple partners – to orchestrate demands in real time from source to delivery to returns. Retailers like REI are leading the way, leveraging modern applications and a platform driven by APIs, microservices and hybrid cloud environments. They are applying machine learning to create and automate rules for shipping, sourcing, tax and logistics. Flexibility, data ingestion, analytics and AI capabilities are transforming order management and the customer experience from start to finish.
Sharing his perspective on this top trend, Rick Bingle, Senior Vice President of Supply Chain for REI explains, “Real optimization is going to help us make sure that we have the product where it is most necessary and we get the benefits of fragmentation reduction and cost of package reduction but, more importantly, we get a better moment with the customer. Whether they are in the store or online, they are getting ‘yes,’ and it is happening efficiently.”
How does REI get to ‘yes’ for each customer? They deployed IBM Sterling Fulfillment Optimizer with Watson in their supply chain. This tool uses AI to factor in the various goals REI has throughout the year, such as product margin, shipping speed and fulfillment costs, and matches that to its inventory in its three distribution centers and 155 stores.
Continue your journey. Put fulfillment at the heart of the customer experience.
Read the Forrester report.