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).

Thanks to OneStock, we will be able to optimise our online sales prepared in-store (for click & collect or shipped from store) in order to best meet our customer promise. When a customer places an order, the orchestration rules will always be the same: first it will be sent to the shops closest to the delivery location, and then shops will be able to choose to prepare the order according to their capacity (shops with the least orders to prepare and the highest availability will be given priority). Implicitly, these rules will create a positive relationship between the shops since only those who wish to do so can take the order. This will ensure that each order is handled optimally with the best preparation rate and that customers get their deliveries faster. 

Morad Akcha

IT & E-commerce Director

Marionnaud

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.

The expertise of the teams, the quality of the tool and the possibility of having a project that can evolve over time (adding scenarios as we go along) were major criteria in choosing OneStock. The fact that OneStock OMS had already integrated The Perfume Shop and was familiar with the world and the specificities of the A.S. Watson group was an additional asset. We plan to continue the omnichannel development together with new ideas coming soon. Overall, we are working on a three-pronged strategy: unified commerce with unified payment, a unified customer base, and unified inventory and items. All this with the same ambition: that of satisfying the customer promise.

Morad Akcha

IT & E-commerce Director

Marionnaud

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.