Un minorista global de moda y lifestyle del Fortune 500
Cuota digital sobre ingresos
Reducción coste fulfillment
Mejora del NPS
Desafío
La penetración del e-commerce se estancó en 22% pese a la inversión digital; los costes de fulfillment erosionaban márgenes y 1.200 tiendas ofrecían experiencias inconsistentes.
Enfoque
We designed a unified commerce architecture integrating inventory visibility, order management, and customer data across all channels. We converted 300 stores into micro-fulfillment hubs, implemented ship-from-store and BOPIS capabilities, and deployed a clienteling platform enabling store associates to engage digitally with local customers.
Impacto
Digital revenue increased to 38% of total sales. Fulfillment costs dropped by 22% as ship-from-store reduced average delivery distances. Store traffic increased 15% in converted locations, and overall customer NPS improved by 18 points.