Packaged Application Services
Case Studies
Leading a Retailer Towards Enterprise Effectiveness through Yantra Implementation
The Client
The client is one of the leading general merchandise retailers in the US. It has carved a niche for itself by providing exceptional value, in terms of both products and services, to American consumers. It operates via multiple retail formats ranging from upscale, discount and moderate-priced to full-service department stores. It also has a direct mail and online business. Each of these sales channels has a dedicated fulfillment channel, like warehouses, stores and drop-ship vendors.
Business Need and Challenges
The client has always been on the very leading edge of the retail space in the US. It has also been at the vanguard when it comes to leveraging technology to enable new business strategies. When the Internet penetrated the business world, the client spread its already burgeoning enterprise to include on-line stores and direct mail services.
The client felt the need to have a system that would track and coordinate all the sales activities across all the sales and fulfillment channels of its increasingly complex enterprise. Its long-term business goal was to offer and fulfill any product to any customer through any channel. It needed an Order Management System that would integrate its multiple sales and fulfillment channels and which would produce optimal results of such integration.
Infosys' Solution
Infosys was engaged to provide an efficient solution to the challenges of integration faced by the client. Infosys first undertook a comprehensive Business Process study across diverse divisions of the client's enterprise. It also studied the operations of the different sales and fulfillment channels. It analyzed the requirements of each separate component of the client's complex supply chain. The next step was conducting a Fit-Gap analysis of the packages installed at various client sites. This analysis identified where the existent software fitted within the client's current business process, business needs and identified the gaps that needed to be filled.
On completing this initial exercise, Infosys chose to implement the Yantra Distributed Order Management (DOM) System along with Inventory Synchronization. Yantra's DOM system intelligently coordinates demand fulfillment across a complex network of channels, suppliers and systems. The customer benefits from having to interface with a single face, a single entity, no matter which channel he/she chooses to go through. An important feature of an efficient direct-to-customer enterprise is the length of the order to cash cycle. Yantra's DOM system automates and centralizes order management processes; this reduces order to cash cycles, which goes a long way in improving efficiency and usability. The client functions in a highly competitive and dynamic retail environment. Yantra's DOM system configures business processes to address the constantly changing market conditions.
All these features made Yantra's DOM system the best answer to all the requirements that were articulated by the client. This application enabled the client to coordinate and monitor complex fulfillment processes across its entire network of sales channels, warehouses, stores, drop-ship vendors, manufacturers and third-party logistics and services providers.
The client had multiple existing legacy systems. Infosys integrated its solution with these existing systems like Order Management, Inventory Management and Warehouse Management System.
Benefits
Infosys' solution seamlessly managed the client's direct-to-guest customer orders across multiple channels and sourcing locations. Infosys' initiative enabled the client to achieve its long-term goal of offering and fulfilling any product to any customer through any channel. The client was able to sell a wider assortment of products. The visibility of the supply chain was significantly increased, because of integrated supply chain systems. The client also experienced significant improvements in customer service, increased sales and higher profits.
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Testimonials
"Infosys is a different kind of consulting firm, their conceptualization and excellent execution is their secret sauce. [Their] methodologies and models are instrumental in guiding us in the direction of success."- CIO, top US apparel and shoe retailer
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