In a recent blog post written by Mark Polly, a Director at Perficient, he discussed how one retailer is delivering a superior customer experience. This retailer, Urban Outfitters tasked Perficient to implement a multichannel fulfillment system with IBM Sterling to improve their customer service.
Things they learned over 5 years:
- Begin training before implementing
- Clearly identify business and software requirements
- Build change management procedures
- Align process across departments and document baseline process
- Define business objectives of implementation
- Establish collaboration between IT and business
Perficient began working with Urban Outfitters in 2011 and since has worked very closely with the retailer to see the implementation through. Click here to read more!
