Putting the customer first, accuracy and speed drive the work of the multi-faceted Omnichannel Fulfillment team.
“Our goal is to get merchandise to customers faster with minimal additional costs,” said Arjun Dugal, SVP/systems development. “We also are focused on consistently improving our inventory accuracy. Four processes came together in 2016 to impact this strategy in a big way.”
These technologies work hand-in-hand to bring down our number of cancellations and get packages to our customers faster, both increasing their satisfaction in shopping with us. Compared to last year, our order cancel rate for May 2016 dropped by more than half!
“Our innovation success is due to the mix of business and tech teams that worked together – store operations, MLO, Omnichannel Selling and Fulfillment, RFID and MST – talking continually to make sure we’re moving in the right direction,” said Nancy Schwartz, Business Architect/direct to consumer. “We also partnered with Georgia Tech professors to rework the algorithms for our Preferred Fulfillment Logic – the heartbeat of determining where we fulfill orders.”
How does the Omnichannel Fulfillment team foster innovative thinking? They collaborate frequently as we walk this journey. They talk once a week to understand the next set of goals, monitor, ‘test and learn’ and make improvements as they progress in their mission of organizational agility. They are closing the feedback loop, and the reason for their success is that the whole group is looking at results collectively and everyone is evaluating through their unique lens.