Case Studies

Case Study 1 – Omni channelize your supply chain?

A leading retailer in US wanted to upgrade its ecommerce abilities replacing its legacy order fulfillment application so that customer has seamless experience on Omni-Channel abilities.

And, these included

  1. Visibility across channels mobile, eCommerce, in-store, call-center
  2. Flexible fulfillment option
  3. Seam customer experience by integration all channels so that customer
    1. Buy online, ship-to home from store/DC
    2. Drop Ship
    3. Buy online, store pickup.
    4. Buy online return at store
    5. Order in store/call center, Ship to home
    6. Order in store/call center, pick up in store
    7. Guest having the ability to login and change the store pick up to online and vice versa

To achieve this, instead of taking the conventional approach of implementing the complete fulfillment solution, the program was divided to three major releases:

Release 1

In the first release the sterling OMS played the dummy role and was designed to just receive orders as pass through from the current order capture system.

Release 2

In the second release, OMS maintained a single view of inventory across its channels and suppliers. This included store inventory, dot com inventory and inventory maintained by its drop shippers. The following functionalities were provided

  1. Buy online, ship-to home from store/DC
  2. Drop Ship
  3. Buy online, store pickup.

Based on the inventory availability and sourcing rules, OMS had the ability to choose the cheapest fulfillment center for its cost based allocation center. In case the inventory was not available at a store then it was procured from the DC and the date was promised based on the transit time and handling time to the customer.

Release 3

In the third release, COM was implemented for the call center to have visibility across all channels. Also, the reverse logistics module was brought into action to handle returns and exchanges

  1. Buy online return at store
  2. Order in store/call center, Ship to home
  3. Order in store/call center, pick up in store
  4. Guest having the ability to login and change the store pick up to online and vice versa

Case Study 2 – Create your Hub & Spoke and Deliver on Same day?

A leading retailer in UK wanted to offer its customers the facility of home delivery and store pick up on the same day, across Europe.

The conventional method of store pick-up needed SKUs to be available everywhere and this would involve huge cost. To optimize inventory distribution, a hub and spoke model was defined for each region at store level. Each hub was so designed so that it would be service about 10 stores in the region.

A delivery van would start from hub with all inventories for the home deliveries and in store pick up. Based on dynamic routing the van would deliver the inventories to stores and at homes as well. Sterling OMS was implemented to also manage the delivery capacity and it was taken care not to over promise order and miss customers ETA.

Sterling OMS was also integrated with order capture, stores and dynamic routing system. Once an order flowed to the Sterling OMS, OMS passed the order to the fulfilling store immediately. Store system managed the inventory, picking and packing processes. For store pick up, if the store for which guest had placed the order didn’t have the inventory, the order was shipped from the hub. Internally OMS tracked this order with a transfer order. Dynamic routing system allowed for dynamic routing which helped the van choose the shortest path considering the appointment time, order status, location.

OMS was updated with the status of the order from each of the systems. For example, when an order was picked, order was updated with Picked status; when van left the store, order was updated as Dispatched and once delivered to the customer, order status was changed to Delivered. Notifications were sent to the customer as and when required. This visibility helped call center to give the up to date information to the customer and also the flexibility to amend the orders in permissible statuses.