case study
Modernizing Customer Service and Store Operations for Eileen Fisher
Founded
1984
Headquarters
Irvington, New York
Industry
Clothing
Number of Locations
50
Abstract
Eileen Fisher is an American clothing brand known for its one-of-a-kind customer support. Their existing call center and store systems were set to lose support in October 2025, and they wanted to update them before the holiday season to stay compliant and set themselves up for continued omnichannel success.
Perfaware stepped in and implemented a modernized platform with a scalable architecture that allowed CSRs to work with multiple session tabs at once. This new, information-rich UI and advanced search filters helped customer service representatives resolve queries more accurately and quickly. Moreover, the Sterling Next Gen Store, built with Angular and micro frontends, gave a more responsive mobile and web experience.
About Eileen Fisher
Since 1984, Eileen Fisher has created timeless clothing that mixes style, quality, and sustainability. Based in Irvington, New York, it employs about 800 employees and runs more than 50 stores across the country. The brand focuses on simple silhouettes and high-quality natural fabrics for creating pieces. Its clothes appeal to people who care about ethical fashion and long-lasting style.
The company also follows an employee stock ownership model, giving staff a stake in its success. Over the years, it has balanced both retail and online shopping while staying true to its values. This gives customers a thoughtful and lasting fashion experience.
Perfaware Solution and Execution
Perfaware implemented a comprehensive modernization strategy to address these challenges. It focused on migrating the call center and store operations to IBM’s latest versions, called the NextGen Call Center and NextGen Store for scalable, fast, and user-friendly systems.
Modernized Platform Architecture
The new platform connected the call center, store operations, and backend systems seamlessly. It gave a unified view of data across all channels and reduced delays and errors in handling customer requests.
OpenSearch-Based Logging
The modern platform featured OpenSearch-based logging to enhance error detection and resolution. The solution provided advanced exception and error analysis.
Information-Rich User Interface
The NextGen Call Center solution features a robust, information-rich UI that allows CSRs to access all relevant data quickly and easily. Order histories, shipment details, and customer information were all available at a glance. This allowed representatives to resolve queries faster and more accurately, improving satisfaction on both sides of the interaction.
Angular and Micro Frontends
The latest IBM Store and Call Center (NextGen) application, built with Angular and micro frontends, delivered a smoother and more responsive experience. Mobile and web interfaces became easier to navigate. Store associates could quickly scan products, access detailed information, and guide customers with confidence.
Multiple Session Tabs for CSRs
IBM’s NextGen Call Center enabled customer service representatives to manage multiple interactions simultaneously. With support for multiple session tabs, Customer Service Representatives could assist multiple customers simultaneously.
Enhanced Scanning and Navigation
Store workflows were optimized through easy scanning and intuitive navigation. Staff can now find products, check stock, and complete transactions much faster. This smoother process reduced delays during busy times.
Advanced Search Filters
Search filters were added to help CSRs and store operators locate relevant data quickly. Whether it was an order, shipment, or product detail, staff could find what they needed in seconds.
Business Impact & Results
The new platform made everyday work smoother for both store teams and customer service representatives. Instead of wasting time on slow systems and scattered information, staff can now focus on helping customers, especially during busy seasons.
- Faster Customer Service: Customer representatives can now resolve queries quickly because they can switch between sessions and find details in one view.
- Clear Order & Shipment Updates: Employees have access to full order history in real time so that they can provide customers with the right answers immediately, no more waiting or call-backs.
- Smoother In-Store Assistance: Associates can quickly scan products, check stock, and guide shoppers with less waiting, creating a better in-store experience.
- Stronger Security & Compliance: By migrating to a supported solution, the brand avoided security risks and ensured it could stay compliant with future updates.
- Fewer System Issues: With real-time logging, IT spots problems faster and keeps systems running smoothly, reducing downtime for stores and the call center.
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