Marionnaud chooses OneStock OMS to deliver on their customer promise
Marionnaud, leader in the selective skincare market in 2021, has entrusted the acceleration of its online and offline omnichannel development to OneStock. Following The Perfume Shop, OneStock is pleased to count a second brand from the A.S Watson group among its clients.
Orchestration for customer satisfaction
Digital transformation has been the mantra of Marionnaud for the last few years. Projects including the unification of stock and scenarios such as Ship from Store, Click & Collect and Click & Collect Express have been put in place internally to support the ambition of online and offline omnichannel development in the coming years.
Through the integration of OneStock OMS, Marionnaud’s objective is to reduce cancellation rates, develop agility and logistics of orders, and coordinate them all in an appropriate way between the warehouse, 422 shops and 14 hubstores (department stores with storage space).
Supporting customer service and improving the Delivery Promise
The implementation of the OMS also aims to support customer service. Previously, they could only deal with refunds, but they will now be able to act directly on an order, unify order information and share it between the different departments. Customer service will thus be able to take back control of customer follow-up.
In order to improve customer satisfaction and the shopping experience further, Marionnaud has also decided to implement Delivery Promise. Thanks to this winning omnichannel solution, the perfume chain will give its customers reliable and accurate information on product availability, possible delivery methods and delivery times. For each order placed, the Delivery Promise will offer the best delivery choice at the best price.