Tapestry, Inc is a global luxury fashion house that owns the brands Coach, Kate Spade, and Stuart Weitzman.
The fashion giant has over 1,400 directly operated stores across the globe and nearly 18,500 employees.
Tapestry embarked on a digital transformation journey to implement an enterprise digital platform that would enable omnichannel order management system capabilities.
Tapestry wanted these capabilities as part of its strategic road map to offer customers the option to buy and return products from anywhere.
The system would provide an accurate overview of inventory and the ability to fulfill orders from anywhere, thus enabling a seamless and uniform order life cycle experience for customers.
Tapestry wanted to build lasting customer relationships by acquiring new, younger customers, improving retention, and reactivating old relationships.
Additionally, Tapestry aimed to:
However, Tapestry's diverse legacy IT systems and acquisition of new brands made it tricky for the business to provide a holistic retail experience to customers, which impacted the overall growth.
Also, to enable the option to buy and return products from anywhere, many systems and processes like payment gateways, fraud management, distribution centers, and store operations, had to be integrated.
Tapestry embarked on a digital transformation journey to deliver unified brand experiences across channels.
With the objective of creating a unified, scalable, and seamless enterprise commerce platform to enable smooth and efficient customer experience, Tapestry chose TCS as their digital transformation partner.
This platform enabled Tapestry to adopt best practices across all brands and regions, from order capture to fulfilment or return involving multiple integrated processes like payment gateways, fraud management, distribution centers, and store operations.
TCS' deep, cross-industry contextual knowledge, technology know-how, and delivery excellence, aligned with Tapestry's aspirations and expectations, helped with the successful implementation of the enterprise commerce platform.
The program’s scope included deployment of an order management system and onboarding of brands and regional requirements onto the omnichannel capabilities. This included migrating historical data, interfacing with external warehouse management systems, streamlining the order fulfilment journey, and assuring the overall quality and performance of the solution across systems.
The global platform transformed the customer experience that Tapestry offered.
The fashion major now offers a unified experience across digital, store, and customer service channels with a streamlined flow of orders, inventory, and customer information.
Tapestry has reduced its go-to-market time by transforming core digital capabilities. This has enabled the fashion house to standardize order capturing, streamline order fulfillment processes, and integrate applications faster. Additionally, they simplified technical complexity with a unified global platform.
The key benefits include:
TCS has been a great partner and a linchpin in the successful delivery of omnichannel technology as part of the Tapestry digital landscape. Their unwavering support and expertise have not only improved our operations but have also helped us to innovate and stay ahead in an ever-evolving tech landscape. It's been a year of growth, transformation, and success, and we couldn't have done it without you.