Lacoste is to use order management technology to boost its omnichannel capabilities.
Staff working in the €1.8bn turnover fashion brand’s shops or call centres will be able to deal with customer orders and fulfillment across all channels, using Manhattan Associates’ Enterprise Order Management.
Francis Pierrel, chief executive, USA, at Lacoste , said: “As we build out our omnichannel capability, our customer service representatives (CSRs) in call centres and stores will be able to view and service customer orders across all selling channels. CSRs will swiftly search using any piece of customer or order information, service inquiries across all touchpoints and fulfil the order with stock from any channel – delivering a great customer experience and building brand loyalty.”
Lacoste will use the solution in the US first before expanding across its global operations in Europe and Asia. In all, the brand, founded in 1933, has a presence in 114 countries.
Pierrel said Manhattan’s track record had played an important part in the selection process. He added: “Its Enterprise Order management solution will become the heartbeat of our omnichannel operation and will drive conversions across every point of commerce and improve customer lifetime value.”
The Enterprise Order Management solution locates inventory across retailers’ distribution network, including warehouses, suppliers and stores, making it available to sell through any channel. It also brings together a single view of inventory and customer transactions, underpinning a seamless customer experience.
Eddie Capel, president and chief executive of Manhattan Associates , said: “Enterprise Order Management has fast become essential to the selling infrastructures of the world’s most innovative omnichannel retailers. We’re delighted to add Lacoste to our fast-growing [customer] list.”
