Omni-Channel Central Solutions

Transcription

1 Omni-Channel Central Solutions Let Your Network Do the Selling Our goal is to get the right product to the right customer at the right price and the right time. We selected Manhattan to be that core foundational building block for our omnichannel strategy. Lilly Pulitzer Retail is undergoing a period of significant change and innovation, driven by digital commerce. At the same time, consumers demand seamless experiences across channels. This creates a significant operational challenge for retailers looking to compete more effectively. For instance, if you highlight a particular product line in your social channel, your stores need to be prepared for a spike in demand. If you pilot digital signage in your stores, you should ensure consistency in product availability within your online channels. Your call center should be able to see which stores offer sameday delivery. Implementing a technology infrastructure provides a foundation for omni-channel operations across your network. This requires centralized management of orders, visibility of inventory and customer transactions, and advanced business rules to govern the flow of selling and execution. Only Manhattan s Omni-Channel Central Solutions provide the infrastructure retailers need to build a highly adaptable, yet fully collaborative omni-channel organization.

2 Solution Components Omni-Channel Central Solutions include: Enterprise Order Management As the central repository for customer transactions, Enterprise Order Management provides a 360 view of the customer, be it online orders or in-store transactions. Manage the complete order lifecycle through omni-channel customer service, distributed selling and order fulfillment optimization capabilities. Omni-Channel Customer Service Give your Customer Service Representatives the information and capabilities necessary to create indelible omni-channel service and selling experiences right at their fingertips. The customer service and distributed selling features provide all the right tools to convert your call center into a profit center. Enable a rich user experience through an intuitive user interface Provide CSRs fast and easy access to a customer s most recent transactions originating from any channel Make order inquiry calls shorter by providing the most requested information with fewer clicks Provide ability to enter and manage orders in a call center Support order capture functions like pricing, promotions, taxes and payment processing Support returns/exchanges for orders from any channel Give CSRs the ability to sell across the entire network using multiple delivery methods like ship to address, pick-up in store and ship to store Enable buy online, pick-up in store conversations with customers and accommodate their preferences Provide a view of the full lifecycle of every customer transaction Flexible and easily extensible UI build on top of REST services framework Manage the complete order lifecycle with omni-channel customer service, distributed selling and order fulfillment optimization capabilities.

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4 Distributed Selling Provides the system of record for all customer orders regardless of the originating channel ecommerce, stores or call center. Distributed Selling along with fulfillment optimization provides comprehensive order promising and fulfillment capabilities. Provide a single system of truth for customer orders across all channels Reserve inventory and provide expected ship dates as part of order capture via channels like ecommerce and stores Support dynamic kitting by automating substitutions based on business rules Own the entire financial and payment lifecycle for every order Provide support for split tender, split shipment and resulting split settlements Enable proper handling of tax calculations in a distributed fulfillment environment Support blind returns originating from return centers and refund the appropriate funds back to the customer Leverage out-of-box integration with payment gateways like CyberSource and tax engines like Vertex Support out-of-box integration with marketing and communications solutions like Minisoft Order Fulfillment Optimization Orchestrate the flow of orders from distribution centers, stores, suppliers and third-party logistics providers (3PLs), while optimizing the selection of the location based on customer service and profitability guidelines. Efficiently route orders to a distributed supply network of DCs, stores and suppliers and track status updates in real-time Minimize delivery time and maximize order profitability by optimizing selection of the fulfillment location using the defined customer service and profitability guidelines Manage multiple fulfillment constraints such as fulfillment outages, capacity constraints and inventory protection Orchestrate complex merge-in-transit fulfillment flows to provide single delivery to the customer Enable vendor drop-ship order fulfillment Manage retail/replenishment order fulfillment through purpose-built strategies Predict and manage inventory shortages, potential customer service issues and delivery problems

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6 Enterprise Inventory Aggregates inventory data from across your fulfillment network to maximize opportunities to convert via all selling channels. Available to Commerce is an advanced rules engine that sits on top of Enterprise Inventory, allowing you to define views or scenarios to match the right customer to the right units of network inventory. Network-wide Perpetual Provide visibility to on-hand, in-transit and on-order inventory at the DC, stores and suppliers in real-time Disposition on-hand inventory for managing units in quality control, returned by customer or marked as defective Manage store perpetual by separating back-room and floor inventory Inventory Hub Use a single standard interface and publish inventory events across network to external applications in real-time Synchronize inventory positions periodically with external applications Out-of-the-box integration with Manhattan s Warehouse Management and Store Inventory & Fulfillment solutions Available to Commerce is an advanced rules engine that sits on top of Enterprise Inventory, allowing you to define views or scenarios to match the right customer to the right units of network inventory.

7 Inventory Segmentation Manage a virtual division of on-hand inventory across multiple channels, while maintaining a single pool at the distribution center Manage on-order and in-transit inventory per channel while keeping a single consolidated purchase order across channels Out-of-the-box integration with Manhattan s Inventory Optimization solution Available to Commerce * Harness the power of always selling against network inventory by aligning inventory availability with revenue and profitability goals after factoring in the operational constraints for fulfilling orders from the different fulfillment nodes. Set rules around inventory availability based on a variety of factors, including selling channel, retail brand, delivery method, seasonality, store capacity/capability, inventory accessibility, inventory disposition, presentation stock rules, etc. Manage availability through operational constraints such as fulfillment outages store workload Provide selling channels with a global view of inventory via a centralized, callable service Generate real-time inventory stock alerts *Patents Pending

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