Client
Multi-Banner Apparel Retailer

Client Challenges 

• Acquisitive apparel retailer wanted to migrate brands from multiple 3rd party e-commerce solutions to a common platform better suited to handle customer traffic – ATG and Order Management System (OMS)
• Company also needed to solve challenges with 3rd party call center vendor

Solutions Delivered

• Served as the e-Commerce Program Manager for multiple brands in partnership with client; managing the implementation of the new OMS and e-commerce platforms
• Supported brand partners through expertise in their OMS solution; supporting OMS reporting dashboards and call center and distribution center processes
• Coordinated with and supported Brand Leads on escalated operational problems; helping to identify best practices and improved workflows for a better customer experience
• Analyzed performance data to identify opportunities, develop and implement solutions
• Managed and analyzed post go-live defects; assisting client partners with prioritization of tickets
• Served as an escalation contact for issues impacting customer care, field stores and the distribution center
• Responsible for taking ownership of, solving and completing root cause analysis of OMS and e-commerce platform problems escalated by the Brands
• Identified cross Brand OMS/e-commerce platform issues based on Brand escalations
• Provided regular status updates to brand leadership team on performance, issue resolution and introduction of best practices and improved workflows

Business Impact

• Converted first brand to own OMS/e-commerce platform in 7 months
• Converted 2nd brand in < 6 months
• Significant increases is customer traffic, orders, fulfillment rates and satisfaction
• Significant reduction in cancelled customer orders & refunds