Grupo Éxito, a prominent retailer in Colombia, has successfully implemented the Manhattan Active Omni software solution to enhance its retail operations.
The retailer recognised the necessity for a decentralised digital order fulfilment system and partnered with Manhattan Associates to utilise its expansive network of more than 80 stores.
By adopting Store Order Fulfilment, Grupo Éxito has streamlined its ship-from-store operations, reducing costs and accelerating delivery to customers across the nation.
The Store Order Capture feature has proven instrumental in preserving in-store sales, contributing to increased revenue and improved customer satisfaction.
The company has successfully reduced its delivery times by 20% and boosted customer satisfaction scores by eight points, marking a substantial improvement in its logistics and customer service capabilities.
Manhattan Active Omni has also revolutionised Grupo Éxito's call centre operations, with the productivity of agents surging and refined order processing. This has resulted in higher service levels and faster, more effective customer support.
Agents now enjoy rapid access to order details from digital channels, facilitating a cohesive customer experience.
The suite of solutions provided by Manhattan Active Omni offers a comprehensive approach to sales, engagement and fulfilment within a single cloud-native application.
Its order management system allows for full visibility of inventory, enhancing customer convenience and driving more sales.
The platform is versionless, with automatic updates every 90 days, ensuring continuous innovation without disrupting business operations.
Grupo Éxito omnichannel transformation director Diana Marcela Cardona stated: “We have improved our Net Promoter Score to an impressive 55 points within our digital channels – an eight-point increase in just one year – with the help of Manhattan Active Omni.
“The solution has played a pivotal role in elevating NPS by ensuring a seamless omnichannel experience for customers, reducing delivery times and providing additional order visibility.”
