Delivering Personalized Digital Retail Experiences with IBM Sterling Order Management
A leading global retail brand enhanced its omnichannel fulfillment and customer experience capabilities using IBM Sterling® Order Management deployed on IBM Cloud. The cloud-based solution unified order visibility across global storefronts, streamlined logistics, and enabled personalized digital engagement for millions of customers. As a result, the company achieved explosive growth in online orders while maintaining efficiency and customer satisfaction across all channels.
Business challenge
The retailer faced challenges managing rapid global expansion and meeting increasing consumer expectations for personalized, seamless shopping experiences. Legacy systems and siloed inventory data created inefficiencies in order processing, fulfillment, and customer engagement.
The company needed to:
- Modernize its order management infrastructure to handle large-scale online demand.
- Integrate in-store and online order fulfillment across regions.
- Improve visibility into inventory and shipping across global warehouses.
- Deliver a faster, more connected customer experience through a unified commerce platform.
Solution
To meet these challenges, the global retail brand implemented IBM Sterling Order Management on IBM Cloud, integrating it with existing CRM and e-commerce platforms. The solution created a single source of truth for order and inventory data, enabling real-time visibility across multiple sales channels and logistics networks.
By automating key workflows, IBM Sterling empowered the company to process orders faster, optimize stock levels, and manage high seasonal volumes efficiently. The cloud deployment provided the scalability needed to support rapid business growth and continuous innovation in customer engagement.
Solution components
- IBM Sterling Order Management
- IBM Cloud
- Salesforce CRM Integration
Explosive Volume Growth
The retailer achieved record-breaking growth, with online orders increasing by more than 200%, supported by a resilient and scalable IBM Sterling platform.
Streamlined Order Fulfillment
The solution enabled global order orchestration — ensuring timely delivery, optimizing inventory, and improving coordination between warehouses and retail outlets.
Personalized Customer Experience
Unified data and automation allowed for tailored order updates, faster customer service, and personalized experiences both online and in-store.
Result
- Achieved over 200% growth in online order volume.
- Improved customer satisfaction through faster, accurate fulfillment.
- Increased operational efficiency with real-time visibility into inventory.
- Accelerated digital transformation during the pandemic period.
- Established a scalable foundation for continued retail innovation.
As part of our ambitious digital journey, IBM Sterling Order Management has been instrumental in helping us orchestrate customer experiences at scale. The solution gives us the flexibility to innovate and respond quickly to changing consumer needs while maintaining operational excellence.
— Director of Digital Transformation, Leading Global Retail Brand