Johnstons of Elgin which trades internationally
was faced with challenges which didn’t allow engagement with customers, or to provide the full experience befitting
the luxury brand. Challenges included not
having a single view of the customer and a lack of stock visibility. By
implementing MNP’s Order Management System, sales and customer history are in one
location, improving the targeted marketing that drives further loyalty and
growth.
MNP’s OMS was selected as the omni channel hub to
provide real time inventory, order management and to become the centralized
customer platform. The MNP OMS provides the call centre solution for order
taking and customer services, the back office that integrates via web services
into multiple Magento websites with real time bi directional data. The system
is also used for purchasing, order/inventory management and warehousing for
both direct and store replenishment. Key was to support the customer
experience, enable new top line growth opportunities and bottom line margin
management with real time inventory across the business.
Johnstons can now streamline processes, and
engage new sales channels. Johnstons are
now fully integrated into Amazon+ and eBay+ which helps their plans to grow via
direct. There is automatic processing of all orders as well as confirmation of
dispatches and incremental automated upload of product data and stock levels to
all sales channels. Johnstons now has full stock view and streamlined pick,
pack and shipping process with full integration into the carrier network for
label generation and order tracking. The selection of OMS was due to MNP’s proven track record of high volume order
processing together with its experience in multi channel retail both in UK and
overseas.
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