Australian kitchen and laundry appliance specialist The Winning Group has completed its rollout of the Manhattan Supply Chain Commerce Solutions as part of a business transformation project.
The Manhattan technology optimises order fulfilment processes across The Winning Group’s omni-channel retail operations and delivers margin improvements via a flexible and streamlined distribution approach.
Chief logistics officer at The Winning Group, Alan Lewis, says today’s consumers are looking for a great brand experience.
“Not only do customers expect state-of-the-art appliances, they typically want all items – let’s say for a kitchen refurbishment – to be available in the same brand, style and finish and to be delivered and fitted on the same day,” he explains. “We aim to deliver a high level of customer experience across every business and channel of the group so that the experience is unified and seamless.
“What does that mean for our operational teams? On the front end, it’s about integrating web analytics, point of sale information and phone interactions so we have a single view of the customer and their shopping and order fulfilment preferences.
“On the back end, it’s about having a single, accurate view of inventory, and having robust and flexible distribution processes in place, so we can get goods into the hands of consumers in a way that’s convenient for them at the same time as being profitable for the business.
“With Manhattan’s technology, The Winning Group has at its disposal a set of solutions that, quite simply, work better together, helping match orders with inventory and driving customer satisfaction through ensuring orders are fulfilled expediently and accurately every time, irrespective of the channel.”
The project was completed within expected timeframe and under budget. “When we started, we had an internal goal of three years to recover the cost of investment and we are well on track to deliver against that objective.”