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Charlotte Russe selects IBM's customer engagement suite
25
Mar '17
IBM, the International Business Machines Corporation, an American multinational technology company, has announced that Charlotte Russe, a US-based women’s clothing retailer, has deployed its Watson Customer Engagement solutions on IBM Cloud to fulfil record numbers of customer orders, improve profitability, and maintain high-levels of customer satisfaction.

IBM Watson Customer Engagement solutions are infused with cognitive technologies that, today, are enabling marketing, commerce and supply chain professionals put their customer needs at the centre of every transaction.

With the online and mobile shopping communities growing ever larger and customer expectation for flawless services across all channels and experiences remaining high, under any circumstances, Charlotte Russe turned to IBM to help them prepare for the busy 2016, five-day holiday shopping season.

Charlotte Russe had the Watson Customer Engagement solutions up and running in seven months. Following deployment, the Charlotte Russe team realised that its initial sales and transactions projections for the holidays were significantly lower than what the latest data reflected—online sales would increase over 2015 and could cause potential disruptions in service and dissatisfaction among customer during the most critical period of the year.

To help ensure its success, Charlotte Russe turned to IBM’s Holiday Readiness team, which quickly assessed if the retailer could handle this drastic spike in product demand. Based on results of the assessment, IBM recommended adding capacity to help meet the anticipated growth, fine-tuned the system and ran in depth performance tests ahead of peak holiday shopping time.

Part of the Customer Engagement portfolio, IBM’s Order Management helps retailers handle orders, integrate with financial processing systems, process shipping notifications, interface to customer email and settlement systems, and update inventory systems. By using IBM’s Order Management, retailers can make more informed decisions about how to fulfil customer orders, potentially resulting in improved profitability, and customer satisfaction.

IBM Watson Customer Engagement powers a full spectrum of industry-tested solutions. These include cognitive engagement offerings delivered as a service and on premise that help businesses uncover insights hidden in their massive amounts of data to understand, reason and learn about their customers and important business processes. (GK)

Fibre2Fashion News Desk – India


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