INDUSTRY
Retail
Omnichannel CX and Intelligent Innovation – The Future of Retail
Highlights
- Fashion giant Tapestry wanted to enable omnichannel retailing across brands and regions to improve the customer journey and provide a uniform buying experience across channels.
- To win the multi-brand retail game, they needed a modern enterprise digital platform that would deliver frictionless customer experience and improve customer-centricity.
- TCS delivered a global omni-channel transformation spanning all brands and major geographies for Tapestry, covered areas such as centralized inventory management, and integration with multiple payment systems.
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Overview
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.
Challenge
Tapestry wanted to build lasting customer relationships by acquiring new, younger customers, improving retention, and reactivating old relationships.
Additionally, Tapestry aimed to:
- Leverage data to lead with a digital-first mindset
- Deliver a consistent omnichannel experience across brands using a strategic order management system
- Optimize order fulfilment experience
- Transform into an agile organization
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.
Solution
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.
Benefits
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:
- Consistent customer order fulfilment journeys
- Unified brand experience across portfolios
- Quick and frictionless shopping experience
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.