Global fashion brand will use software manage international omnichannel retail operation to boost conversion, loyalty and the lifetime value of its customers
Lacoste has selected a new enterprise order management system to orchestrate its omnichannel retail operations and facilitate the company’s continued growth.
Using the new software from supply chain IT provider Manhattan Associates
, the global fashion brand will deliver a consistent brand and unified shopping experience to its customers.
The technology will provide Lacoste customer service representatives (CSRs) – initially in its call centre – with a single view of customer transactions and network-wide inventory, as well as giving shoppers control of when, where and how they receive goods.
Central to omnichannel operations
“Manhattan’s depth of experience and capabilities in omnichannel fashion retailing made this an easy decision,” said Francis Pierrel, chief executive officer in the US for Lacoste. Manhattan’s success with large and innovative omnichannel retailers, across multiple geographies, was critical in our selection process.
“Its enterprise order management solution will become the heartbeat of our omnichannel operation and will drive conversions across every point of commerce and improve customer lifetime value.”
Pierrel added: “As we build out our omnichannel capability, our CSRs – in call centres and stores – will be able to view and service customer orders across all selling channels.
"CSRs will swiftly search using any piece of customer or order information, service inquiries across all touchpoints and fulfil the order with stock from any channel – delivering a great customer experience and building brand loyalty.”
Intelligent inventory sourcing
Lacoste will initially deploy the enterprise order management software in the US. It also plans to expand the deployment globally to support the company’s omnichannel retail operations throughout Europe and Asia.
Eddie Capel, Manhattan Associates president and chief executive officer, added: “Enterprise order management has fast become essential to the selling infrastructures of the world’s most innovative omnichannel retailers.”
The company states that its enterprise order management product can intelligently source inventory across a single view of a retailer’s distribution, supplier and store network in order to make it available for sale through any channel.