KEYBENEFITS

Delivering Intelligent Fulfillment > BridgeSGI.com

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Order Management Process & Capabilities AssessmentProvideasuperioromnichannelcustomerexperience

Optimizeyourfulfillmentoperationstoensureapositivecustomerexperienceespeciallyduringpeakperiods

Reducecallcentertimewhileenhancingthecustomerexperience

Increaseefficiencyforin-storefulfillmentandreturns

Deliverbestinclasscustomeromni-channelexperience

Reducedcustomerdisappointmentandcustomercartabandonment

ustomers continuetopushretailerstodeliverontheirpromises.Withecommerce

continuingtogrowat15%ayearandstorerevenueshrinking,retailersneedtolookatprocessimprovementwithintheiromni-channelstrategy.Thatstartswithordermanagement.

Regardlessofwheretheretailerisontheomni-channelmaturitycurve,theordermanagementplatformisthefoundationforallcustomerorder,deliveryandreturnprocedures.Butthereisoftenroomforprocessandconfigurationimprovements.Someoftheopportunityareaswehaveseeninclude:

• Participantmodel wasnotbuilttoaccuratelyreflectyoursupplychainandsupportfuturegrowthandacquisitions

• Sourcingengine isnotbeingusedoptimally,resultinginstockouts

• Fulfillmentrulesmaybeobsoleteandnotaccuratelymanagingservicelevels

• Shippingcostsmaybehighwithoutproperrateshoppingtoolsorprocess

Assessment DeliverablesManyretailersbegantheomni-channeljourneyover10yearsago.Thecustomerexperiencemayhaveimproved,butthestrategyandbusinessmodelhavenotchangedfastenoughtomeetthecustomer’sdemand.Processandapplicationareaswhereweseebigefficiencyandcostimprovementare:

ShipfromStore• Automationofmanualorderprocessing• In-Store‘Locateinventory’process,and

applicationofsimplifiedwarehousemanagementbestpracticestothestore

• ‘Stagingareaforshipments’optimization• Packagingmaterialsoptimization

In-StorePickup• Encouragein-storepickuptoeliminate

shippingcosts• Maximizerevenuebyencouraging

incrementalpurchasewhilein-store• ‘Locate’and‘Pick’inventoryprocesses• Pickupstorageareaoptimization

Returns• Returnprocessesthatminimizetimeto

resale,maximizeresalevalue,andreduceshrinkage

• Presaleofreturns• ReduceFraud

Backorders• Improvedinventorymanagementthrough

moreaccurateandtimelyupdatesacrosschannelstominimizeoutofstocks

• Optimizesourcingrulesforfulfillment• Enhancedin-storepickingprocessesto

improveinventoryaccuracy

DropShipand/orVendorManagedInventory• Usedropshipand/orvendormanaged

inventorytoreduceinventorycarryingcosts,andexpandassortment.

Ready to learn more?Contactmetoday:JimBengierjim.bengier@bridgesgi.com+1.617.908.9720

KeyFindingsProvidesaquicksummaryoftheinterviewandworkshopsessionfindings,includingknowngaps,barriers,opportunities,andvaluedrivers(KPIs)forvariousaspectsofthematuritymodelanalysis.

InitiativeRecommendationsForthegapsandcapabilitiesrequired,theinitiativeprofilesdescribethegroupingoffunctionsintomanageableandlogicallyconnectedeffortswhichcanbeimplementedovertime.

MaturityModelDepictsboththecurrentstatecapabilitiesanddesiredfuturestatecapabilitiesagainstaleadingpracticeindex.Showskeygapsanddesirednewbusinesscapabilitiesbasedonyourbusinessmodelandindustrybenchmarks.

HighLevelRoadmap(withKPIs)Providesarecommendedsequencetotheinitiatives,groupedintonear-term,medium-termandlong-termplanninghorizons,withaqualitativeassessmentofimpactonKPImetrics.

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