Lacoste Powers Up with Omnichannel Customer Service

To help orchestrate omnichannel retail operations and enable growth, clothing retailer Lacoste will rollout Manhattan Associates' Enterprise Order Management solution. With this solution in place, the retailer will be able to deliver a consistent brand and unified shopping experience to its customers. The technology will provide Lacoste Customer Service Representatives with a single view of customer transactions and network wide inventory, while also giving shoppers control of when, where and how they receive goods.
"Manhattan's depth of experience and capabilities in omnichannel fashion retailing made this an easy decision," said Lacoste USA CEO Francis Pierrel. ""Manhattan's success with large and innovative omnichannel retailers, across multiple geographies, was critical in our selection process. Its Enterprise Order Management solution will become the heartbeat of our omnichannel operations and will drive conversions across every point of commerce and improve customer lifetime value."
Lacoste will initially deploy the solution in the U.S. and plans to expand the deployment globally to support its omnichannel retail operations throughout Europe and Asia. The solution intelligently sources inventory across a retailer's network of distribution centers, suppliers and stores and makes it available to sell through any channel. It also provides a single view of inventory and customer transactions across the retail enterprise, enabling each channel to work together to create a seamless customer experience.
"As we build out our omnichannel capability, our Customer Service Representatives (CSRs) – in both call centers and stores – will be able to view and service customer orders across all selling channels. CSRs will swiftly search using any piece of customer or order information, service inquiries across all touchpoints and fulfill the order with stock from any channel – delivering a great customer experience and building brand loyalty," finished Pierrel.
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