Performance Bicycle's Unified Commerce Platform Delivers Seamless Shopping

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Performance Bicycle's Unified Commerce Platform Delivers Seamless Shopping

10/24/2016
Performance Bicycle's singular commerce platform integrates every part of the enterprise to enable truly seamless customer experiences no matter where, when or how customers shop. The Aptos, Inc., solution is helping the nation' largest specialty cycling retailer unify its sales channels, support seamless customer experiences and achieve omnichannel retail success.
 
Founded in 1982 in Chapel Hill, N.C., Performance Bicycle has 106 stores across 21 states and more than 2,000 employees. Like many retailers, the company has sought to eliminate siloed data and operations to support the needs and demands of today’s omnichannel customers.The flexible singular commerce platform enables associates to create any order in-store with Aptos Store (POS) and have that order fulfilled to the customer’s specifications.
 
In a move that has dramatically improved inventory velocity, Performance Bicycle is fulfilling catalog and e-commerce orders from 87 of its stores. Online customers now have access to store inventory, resulting in record fulfillment rates. When the e-commerce inventory is out-of-stock on a certain item, the store inventory fills the gaps so customers rarely experience online out-of-stocks, allowing the company to clear end-of-season products from stores faster and in a more profitable manner. The platform also seamlessly integrates with Performance Bicycle’s loyalty and CRM programs, further boosting opportunities to enhance customer experience and long-term loyalty.
 
“We’ve completely revamped our merchandise fulfillment while improving the customer experience for omnichannel success,” said Mike Starkey, senior vice president of information systems at Performance Bicycle. “The Aptos singular commerce platform gives our customers the ability to purchase and view items in multiple channels, and choose how they want to receive those items, while giving us the visibility for efficient and profitable inventory management.”
 
Considering Performance Bicycle offers over 600 bike styles in multiple sizes and colors, it needed a robust solution to support endless aisle functionality, to present all the options, colors, and features to customers in any channel. The solution enables Performance Bicycle to process the items in a single, seamless transaction, and provides customers with shipment options for delivery to their home or local store. Since implementing the platform, the retailer has seen daily comparative store sales improvements between 3% and more than 10%, while simultaneously achieving a 96.5% reduction in call center volume.