case study
Modernizing Repair Order flow for North America using the IBM Sterling OMS suite
Abstract
Tapestry had already implemented the IBM Sterling OMS (OMoC – Order Management on Cloud) suite including Call Center / Customer Order Management (COM) and Store Engagement (SOM) for all their brands in the US region. They wanted to orchestrate the Repair Order processes from capture to fulfillment to financial module by leveraging the existing common capabilities and delivering a new, but familiar flow to capture and manage repair orders.
About Tapestry
Tapestry, Inc. is an American multinational luxury fashion holding company. It is based in New York City and is the parent company of three major brands: Coach New York, Kate Spade New York, and Stuart Weitzman. With a focus on high-quality craftsmanship and innovative designs, Tapestry offers a wide range of products such as handbags, accessories, footwear, and ready-to-wear apparel.
Tapestry has a strong focus on omnichannel commerce harnessing industry leading solutions like Salesforce Commerce Cloud and IBM Sterling OMS. It offers a variety of omnichannel features, such as buy online, pick up in store, and ship from store and continues to push the frontiers of digital innovation for their customers.
Perfaware Solution and Execution
- With Sterling Order Management, Tapestry’s store associates use Sterling’s Store Engagement application to capture repair orders on behalf of walk-in customers who need to have an item serviced.
- This new order capture flow leveraged the normal order capture flows, so it was very familiar to the associates, and allowed them to capture the relevant notes and details required to complete the repair.
- In the Repair center, associates use IBM Call Center to both create repair orders for customers calling in to initiate repairs, and to manage the orders captured in the store channel allowing the customer service representative visibility to the repair order and the resulting shipments throughout the repair life cycle.
Business Challenge
Tapestry was looking to address the complex and challenging task of handling Repair Orders and they viewed this challenge as an opportunity to further improve their customer’s satisfaction with the various Tapestry brands.
Tapestry had excelled in their order to cash process leveraging Sterling Order Management and have used it almost exclusively to capture and fulfil sales orders across channels. Given this success, the same IBM OMS solution was chosen to handle their Repair Order process, which was previously hosted in a legacy application that proved to be less than optimal and required associates and customer service agents to interface with many disparate systems to address the Repair Order process.
Results
Perfaware delivered a comprehensive Repair order solution on-time and on-budget.
Once the Repair Order solution went live, Tapestry was able to streamline the repair process and provide visibility to the process from all their customer channels.
The Tapestry business and IT teams were appreciative of the flexibility that the Perfaware team displayed in accommodating all the business requirements to ensure a seamless adoption of the new solution.
With a well-documented solution and processes handed over to Tapestry, the client felt confident about taking ownership of the delivered solution and rolling it out to other brands.
The Perfaware team was very easy to work with. The team was on-boarded for design and development of repair order in OMS for Coach US and Canada. Their work was commendable. The team took last minute requests and were very flexible to work with. It was great working with the whole team.
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