Uma varejista global de moda e lifestyle do Fortune 500
Participação digital na receita
Redução de custo de fulfillment
Melhoria de NPS
Desafio
A penetração do e-commerce estava travada em 22% mesmo com forte investimento digital; custos de fulfillment corroíam margens e 1.200 lojas ofereciam experiências desiguais.
Abordagem
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.