Building a Seamless Omnichannel Experience with IBM Sterling Order Management
A leading retail and home décor brand implemented IBM Sterling® Order Management to unify online and in-store operations, transforming its customer experience through advanced omnichannel capabilities. The solution enabled faster fulfillment, improved inventory visibility, and reduced delivery times — achieving a 12-day improvement in order completion and a 68% increase in omnichannel adoption across its retail network.
Business challenge
The retail brand operated hundreds of physical stores alongside a growing e-commerce platform. Managing inventory across channels was complex, often leading to delays, stock discrepancies, and missed sales opportunities.
The company needed to:
- Create a unified view of inventory across all stores and distribution centers.
- Streamline order fulfillment to enhance delivery speed and reliability.
- Enable customers to shop, order, and return seamlessly across channels.
- Build a scalable foundation for long-term omnichannel transformation.
Solution
To overcome these challenges, the organization partnered with IBM to implement IBM Sterling Order Management, integrating it across its digital commerce and retail operations. The platform centralized order orchestration, improved stock visibility, and automated fulfillment workflows across online and brick-and-mortar locations.
The implementation allowed customers to order from anywhere and pick up from any store, while store associates gained real-time insight into inventory levels. As a result, the brand significantly reduced order cycle times and increased customer satisfaction through consistent, omnichannel experiences.
Solution components
- IBM Sterling Order Management
- IBM Cloud Deployment
- Omnichannel Retail Integration
Unified Omnichannel Fulfillment
The solution connected online and in-store systems to create a single, real-time view of inventory and customer orders, enabling faster, more accurate fulfillment.
Enhanced Customer Experience
Customers enjoyed the convenience of ordering online and picking up in-store, with consistent pricing, promotions, and return options across all channels.
Data-Driven Decision Making
By leveraging insights from IBM Sterling Order Management, the company gained better visibility into purchasing trends and fulfillment efficiency, improving planning and operations.
Result
- 12-day reduction in order fulfillment time.
- 68% increase in omnichannel transactions across stores.
- Enhanced customer loyalty through a seamless online and in-store journey.
- Improved inventory utilization and operational efficiency.
- Established a scalable foundation for future digital transformation.
IBM Sterling Order Management is the heart of our omnichannel transformation. It gave us a unified foundation to build upon — bringing speed, convenience, and visibility that changed how our customers interact with our brand.
— Vice President of Digital Solutions, Leading Retail and Home Décor Brand