Improving Fulfillment For a Growing Ecommerce Business at a Major Retailer

The Problem

Amazon's business model has disrupted the consumer product market, and organizations across the industry are feeling the pressure to compete. Consumers want shipping and returns to be simple and free with every purchase they make. A leading consumer product retailer faced this challenge with the rapid growth of their online business. In addition to ensuring that their online products were delivered on time and with a quality experience, they also needed to lay the groundwork for a scalable and competitive order fulfillment model.

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The Approach

Our team was brought on to manage the digital fulfillment process across multiple systems within digital commerce, supply chain, operations, and global distribution functions. The breadth of these projects required strong engagement and close management of 100+ key stakeholders, while working across 4 different timezones to coordinate efforts with international team members. The project required detailed program management oversight, complex project leadership, as well as coordination with multiple distribution centers to ensure optimized fulfillment for large seasonal volumes.

Services Provided

  • FULFILLMENT & LOGISTICS
  • CUSTOMER JOURNEY & EXPERIENCE
  • OMNI-CHANNEL COMMERCE
  • STAKEHOLDER ENGAGEMENT
  • PROCESS REENGINEERING & IMPROVEMENT

Value Delivered

Final execution included requirements gathering, development, testing, and operational readiness to support global fulfillment capabilities at 15+ distribution centers in North America, Europe, China, and Japan.  

15+ distribution centers

Successful global
order fulfillment

On Time

Delivery

100+

Successful engagement
of stakeholders