A Fortune 500 global fashion and lifestyle retailer
Digital share of total revenue
Fulfilment cost reduction
Customer NPS improvement
Challenge
E-commerce penetration had stalled at 22% despite heavy digital spend, fulfilment costs eroded margins, and 1,200 stores were underperforming with inconsistent experiences.
Approach
We designed a unified commerce architecture integrating inventory visibility, order management, and customer data across all channels. We converted 300 stores into micro-fulfillment hubs, implemented ship-from-store and BOPIS capabilities, and deployed a clienteling platform enabling store associates to engage digitally with local customers.
Impact
Digital revenue increased to 38% of total sales. Fulfillment costs dropped by 22% as ship-from-store reduced average delivery distances. Store traffic increased 15% in converted locations, and overall customer NPS improved by 18 points.