JDA
Software Group, Inc. has
announced new integrated fulfillment capabilities that combine the power of JDA
Intelligent Fulfillment and Labor
Productivity solutions with Order Management solutions from IBM Commerce. By leveraging this powerful
technology collaboration, companies can process orders more intelligently and
profitably across sales channels in real-time to ensure customers have a flawless end-to-end buying experience.
“The convergence of physical and digital retail has
changed how you need to deliver on the customer buying experience. The
customer is the new boss and they want their product, at their moment, at their
price, delivered their way. As a result, companies need to offer personalized,
differentiated customer experience while delivering the order as promised,”
noted Wayne Usie, senior vice president of retail, at JDA. “In the past,
retailers made fulfillment decisions without a holistic view of inventory,
labor and transportation availability and costs, and have historically
sacrificed profit margins to deliver customer satisfaction. With this release,
we have bridged that gap and provided the foundation to solve this problem by
integrating with IBM to provide the necessary visibility in execution to labor
and demand impacts -- allowing companies to begin improving profitability with
each omni-channel order.”
“Many retailers force shoppers to choose between convenience,
product selection and price as they shop across channels. In fact, some
shoppers that select the ‘pick up in store’ option might need to visit multiple
store locations to fulfill their entire order, which ultimately tarnishes their
brand experience,” said John Mesberg, General Manager, Offering Management and
Strategy, IBM Commerce. “By leveraging the combined expertise of IBM and JDA,
retailers can present order fulfillment options in real-time that delight
demanding customers and ensure that a great experience lasts from the first
click to when they have their purchase in hand.”
The latest JDA release delivers major benefits to both retailers and
shoppers alike:
* “Click
and Collect ordering delivers simple, customized ordering for shoppers, and
cost savings for retailers. Instead of navigating a confusing array
of options, JDA offers a simplified
experience that allows shoppers to select their preferred pick-up or delivery time and
location as part of a streamlined, simplified buying experience. Behind the
scenes, JDA and IBM integrate the order management, the warehouse management
and the transportation management systems to fulfill each order profitably. For
example, retailers can reduce inventory by linking to distribution centers and
hubs while maximizing transportation assets because shipments by automatically consolidating shipments and optimizing routes.
* “Rescue
the Return minimizes the cost of product returns. Product returns
are becoming significantly more costly for omni-channel retailers who lack
visibility into incoming returns, and the resources needed to process these
items. As a result, returned
items at a store location rather than being added back into inventory and sold
to a customer. JDA’s new release
features an intelligent returns authorization process where the order
management system alerts the warehouse management system of expected returns. By including returned items as part of available inventory, teams can
proactively fulfill orders and
reducing the number of mark-downs in order to minimize lost sales, and maximize margins.
* Destination-driven
demand shows the true source of orders. When shoppers can’t find the product they’re looking for in a
store, store associates typically arrange for delivery from a fulfillment
center to their home. However, traditional fulfillment systems fail to
attribute this demand to that store location which results in forecasts and
inventory plans which, over time, fail to deliver an accurate assessment of
what is in stock, which can ultimately impact the customer’s experience. With
these new capabilities, teams have insight into each customer’s omni-channel
order details which enables accurate forecasting and replenishment of stores
and, more broadly, improved upstream inventory positioning to reduce labor,
transfer and shipping costs in the future.
“As omni-channel retailing continues to advance, we believe that
integration between physical and digital channels is vital, as is tighter
integration between eCommerce, Order management and all elements within the
supply chain. This will be key to driving better customer service through
increased responsiveness and at the same time, improve business efficiency,
said Peter Swann, operations director, Debenhams. ”We believe customer
expectations will continue to increase and that the collaboration between
IBM and JDA in developing their Intelligent Fulfillment suite of solutions,
could provide companies with the platform to meet those expectations but also
do it in the most profitable manner.”
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