Escalate Retail has been helping many of the world’s leading retailers coordinate and communicate with their cross-channel customers for over a decade. Our Customer Order Solution provides retail partners like The Home Depot, Restoration Hardware and Lamps Plus leverage real-time tracking of multi-channel orders throughout the entire order life cycle to achieve best-in-class customer order capabilities.
As a result, these and other retail partners have maximized revenues through seamless cross-channel integration, lowered costs by processing orders more efficiently and ultimately they have achieved greater brand loyalty by improving customer satisfaction levels in every transaction.
Better Order Management, Better Performance
An increased focus on order management capabilities can result in significant dividends, including:
- Increased perfect order performance
- Streamlined cross-channel fulfillment
- Greatly enhanced communications with the customer
- Reduced lost sales due to out of stocks
- Increased flexibility for the shopper
- Greater brand loyalty
Poor Integration, Poor Performance
However, since many retailers are still working with disparate and disconnected systems between their different sales channels, they are left with limited inventory fulfillment options.
Further, the resulting disconnected and duplicated data and business logic is expensive to administer, prone to errors, and diminishes the customer experience. Together they typically lead to inconsistent and inefficient order management processes that inhibit most merchants from achieving “perfect order” performance and in turn significantly inhibit customer service performance.
Some retailers have tried to patch together the capability to offer cross-channel fulfillment, but they usually wind up disappointing the customer by failing to deliver on their order commitments due to delays, out of stocks, and inaccuracies. Recent research shows that the inability to integrate inventory and order management systems is still the top organizational inhibitor to improving the customer experience.
Bringing Solutions Together to Achieve Consistency
The Customer Order solution from Escalate combines the industry’s premier Order Management System with Escalate Web Commerce, Contact Center and Relationship Marketing applications. This unique combination of tools provides a seamless path for retailers to achieve a consistent view of inventory, order life cycle, and customer data, and ultimately reduces the risk of out-of-stocks and mishandled orders.
In addition to keeping orders moving on schedule to the right destinations, our Customer Order solution helps our retail ensures that that all customer orders, inquiries, and requests are tracked, serviced and monitored, both intra- and extra-enterprise. From a customer service standpoint, this performance improvement has resulted in shorter delivery timelines and expanded assortments that span both physical stores and e-commerce sites.
Loyalty-Building Capabilities
At the core of the solution, our Integrated Order Management engine offers a wide variety of features that allow retailers to exceed customer expectations and drive sustainable loyalty. Key benefits include:
- The ability to consolidate orders from multiple channels
- Configurable event notification and exception triggers to alert customer service representatives and customers to exceptions
- Buy anywhere return anywhere flexibility
- Available–to-Promise capabilities that optimize inventory and maximize fulfillment options
Considering the dramatic increase in cross-channel shopping, the ability to consolidate orders across channels has proven to be a huge benefit for our retail partners. This capability not only includes in-store POS systems, kiosks and e-commerce storefronts, but also extends to any e-commerce partners, such as Amazon.
Enterprise Inventory Delivers Consumer Choices
Because of our ability to present an enterprise-wide view of inventory across all channels, the Available to Promise engine helps avoid lost sales due to out-of-stock situations and also ensures that every sellable piece of inventory is made available to every shopper in every channel. These powerful algorithms compare on-hand inventory, reserve quantities, & lead-time across multiple locations to take full advantage all available inventory. Our Intelligent Order Broker capabilities give shoppers maximum flexibility and choice by optimizing fulfillment decisions across the entire fulfillment network—including suppliers and third-party logistics suppliers.
Comprehensive Capabilities to Ensure High-Quality Execution Across Channels
By integrating Escalate Order Management tightly with our Contact Center and Web Commerce applications, our Customer Order solution provides a 360-degree view of the customer and a platform to deliver on perfect order performance. Our retail partners can provide their customers with one-call access to order status information as well as automated email notification and confirmation processes. And in the cases when problems with an order do arise, the event notification and exception triggers immediately alert customer service representatives to help them to respond properly and effectively to protect the order.
The seamless integration of these solutions substantially improves the performance of a retailer’s customer service department by providing numerous important tools:
- A full account history
- Real time price quotes
- Gift registry and wish list management
- Targeted marketing messages
Creating Passionate Customers
Regardless of the channel or where the order is placed, the realities are the same for all retailers in this competitive landscape: consumers want visibility into the inventory available across channels, followed by consistent communication throughout the order lifecycle. Our Customer Order solution is a critical component of our mission to help our retail partners create more passionate customers by ensuring that they deliver the flexibility across channels that their customers demand – and by ensuring that they live up to their promises with seamless cross-channel execution.
