IMPERIAL A new order management strategy deployed in only two months!
Since December 2017 OneStock has been supporting Italian fashion group Imperial in its omnichannel transformation. Always at the forefront of innovation, the brand wanted to improve online customer satisfaction and optimise order management across all sales channels in record breaking time!
A strategy focused on innovation
Founded in 1978, over the years Imperial Group has become the leader in Italian Fast Fashion thanks to the distribution of its brands Imperial Fashion, Dixie and Please.
Always searching for the most innovative solutions on the market, the group wanted to invest in a totally new omnichannel Order Management System (OMS).
Having identified the Ship From Store scenario as an innovation with high added-value, the brand then wanted to equip itself with an agile OMS that aligns with the "best of breed" strategy of its digital ecosystem.
Ship From Store: the e-commerce sales booster
With 40 stores of its own and 1,500 multi-brand distributors, these represent the same number of potential "mini-warehouses" able to ship an order that is out of stock online. As a result, since launching Ship From Store in February 2018, on average one in two orders (49%) are shipped from stores. Since the first month of activation, the brand has seen meteoric growth in its e-commerce business with €145,000 in additional turnover. In summer 2018, during the sales, they hit a peak of 272 orders shipped from stores in just one day! On 23 July, €11,000 was generated through the sale of products, which would have been "unavailable" without this optimisation of stock.
of web orders shipped from stores
the first month of activation thanks to Ship From Store
from conception to deployment
Marketing Manager at Imperial
Express OMS deployment and optimal order management
In addition to increasing its online turnover, Imperial Fashion wanted to very quickly optimise its order management. The OMS was deployed and ready to use in less than two months - a record! From now on all orders for the three brands go through OneStock to orchestrate and distribute orders from the optimal shipping point. When the DC warehouse (dedicated to e-commerce) is out of stock, the order is then fulfilled by stores according to pre-established rules. Imperial has chosen to favour the seven stores with the biggest stock and the most sales staff able to prepare parcels. However if the products are no longer available in these seven stores, then the order is submitted to twenty additional points of sale. The brand thus ensures optimal customer satisfaction by increasing the availability of products in its range.
We wanted to make it possible for our sales staff, both physical and online, to sell everything, everywhere in the quickest way possible. After having looked at several solutions we found OneStock had the answers we were looking for. OneStock is reliable, intuitive and easy to use, and allows us to optimse orders for the three brands by using the stock from the three warehouses and 40 stores. In addition the opportunity to use best practice from OneStock such as carrier integration and the implementation of orchestration rules is key to this project. Not forgetting the timescale: the project was delivered in a month and a half!
Chief Information Officer at Imperial
B2B Ship From Store, Order In Store... A step ahead of unified retail
The implementation of the OneStock OMS will allow Imperial to easily optimise its other customer journeys such as Click & Collect and Order In Store, but also Ship From Store for B2B. Imperial’s wholesale customers will soon be able to enjoy a better buying experience.
Thanks to orchestration rules, orders will be fulfilled from different warehouses (Milan, Bologna). The goal is to ensure the best product availability online, and reduce costs and delivery times. These are by no means insignificant requirements given the quantities ordered.