Omnichannel transformation at the Eram Group – objective: 0 stock-outs
Accelerating sell-through of store stock with Ship from Store
To limit stock-outs and improve the online customer experience, the Eram Group has chosen to unify its stock – online and in-store – with OneStock OMS.
The Group has begun its first phase of omnichannel transformation by deploying Ship from Store and Click and Collect in over 400 Eram, Bocage and Mellow Yellow shops.
Since the end of 2020 for the Eram network and the beginning of 2021 for Bocage and Mellow Yellow, the physical shops have become mini-warehouses capable of shipping customer orders placed online. Thanks to Ship from Store, the shops can avoid online stock-outs by making use of the products available on the shelves when they are out of stock in the central warehouse.
Optimising orders and returns for better customer satisfaction
In order to build a complete omnichannel experience, the Eram Group has implemented Click and Collect with both standard and express services. When an order is being placed, the OneStock orchestration module checks whether the product is available in the selected store. If the product is available, collection can be offered in just a few minutes. Since the implementation of Click and Collect, 36% of Click and Collect orders required stock transfers from a shop to the collection store and 11% of these Click and Collect orders were for express pick-up. The rapid availability of items has greatly improved the customer experience.
Finally, Eram chose to focus on the management of returns, which had been a real challenge for the Group. All returns were previously handled in store and, in addition to impacting store sales, did not allow for any link with the warehouse. With OneStock, returns are now centralised and optimised. The customer can buy anywhere and return the product to a drop-off point or to a store where the Order Management System triggers an “expected return” for the warehouse. If the store associate processes the return of an online order, the e-commerce platform takes care of the refund.