The client, a prominent player in the Singapore lingerie market, sells lingerie and women’s garments both offline and online. It has been in this business since 1975, and operates 67 physical stores in Singapore and over 300 physical stores in Malaysia. Apart from physical stores, it also sells in online marketplaces such as Shopee and Lazada in ASEAN countries.
The client’s products have a wide selection of daily essential lingerie products from push-up bras, wireless bras, seamless bras, lightly-lined bras, multiway bras, triangle bras, sports bras, bralettes, panties to whimsical sleepwear and fun lifestyle products. The client’s mission is to inspire everyone who comes into contact with them to love life with passion, confidence, and enjoyment!
Selling across multiple marketplaces in different countries is becoming a major problem for the client because they have to manage each marketplace individually including maintaining product categories, updating information including prices changes, order fulfilment from different sources as well as managing inventory to prevent overselling, especially during sale seasons such as 11.11 and Christmas. Furthermore, with customers demanding rapid and efficient fulfilment of their orders, managing these expectations in different marketplaces presents many challenges for the company. In a normal period, its sales volume is between 2,000 and 3,000 orders per week.
To manage all its online sales activities, the client decided to source for a centralised platform for its business where it can pull orders from different marketplaces into a single site. Orders are to be synchronised and channeled to its fulfilment partners. On top of that, the system should also manage cancelled and return orders. The client also requests to have complete tracking visibility across multiple channels and partners.
The other key requirement from the client is the system should enable it to plan its marketing promotions in advance and have its products and special pricing scheduled in the system without having to stay up till midnight to launch its 11.11 special offers, Black Friday promotion bundles, Cyber Monday sale, etc.
The client adopted Y3’s Order Management System (OMS) which is a centralised platform to manage all its online sales activities. OMS pulls orders from different marketplaces into a single site which are synchronised and channelled to the client’s fulfilment partners. It also allows the client to efficiently create new SPU/SKU, upload new products, and modify product prices, streamlining the entire inventory management process. This ensures accurate and up-to-date product information across all sales channels. The platform also manages cancelled and returned orders and provides the client complete tracking visibility across multiple channels and partners.
The implementation of OMS for the client was a meticulous and comprehensive process, designed to enhance its online order processing and streamline its logistics. The project began with an extensive requirement-gathering phase to ensure a deep understanding of its existing online order processing workflows. This thorough analysis allowed for a tailored solution that leveraged the full capabilities of OMS, aligning perfectly with the company’s operational needs.
The next step involved integrating the client’s Shopee and Lazada e-shops with OMS’s advanced channel connection function. This integration was crucial for creating a seamless linkage between the client’s e-commerce platforms and OMS, ensuring that all product listings, inventory data, and order information were synchronised accurately. By facilitating this connectivity, OMS enabled the client to manage its multi-channel sales efficiently from a single platform.
One of the most significant improvements brought about by the OMS implementation was the streamlining of the client’s order fulfilment process. Previously reliant on manual Excel checks, the new system consolidated these tasks into a centralised, automated processing framework. This shift not only reduced the time and effort required for order verification but also minimised the risk of human error, ensuring higher accuracy and efficiency in order fulfilment.
To ensure the robustness of the new system, rigorous testing was conducted, including heavy load stress tests. These tests were essential to validate the system’s performance under peak conditions, ensuring that it could handle high volumes of orders without compromising on speed or reliability. This phase of testing confirmed that OMS is resilient and capable of supporting the client’s growing e-commerce operations.
In the post-implementation phase, the client received comprehensive support to ensure a smooth transition and sustained system performance. This support included troubleshooting, user training, and ongoing maintenance, ensuring that the client could fully leverage OMS’s capabilities. The dedicated support ensured that issues were promptly addressed, allowing the client to maintain optimal operational efficiency.
Since integrating OMS into the client’s operations, it has witnessed a remarkable transformation across its entire online sales ecosystem.
One significant advantage has been the reduction in manpower required to manage its online sales channels. With the automated features and centralised management capabilities, OMS has eliminated many manual tasks, freeing up valuable resources that can be redirected towards more strategic initiatives. By automating order processing, inventory management, and fulfilment tasks, OMS has enabled the client to operate more efficiently and cost-effectively.
OMS BENEFITS
- Prevents the risk of overselling products and stockouts – By providing real-time inventory updates and synchronisation across all its eMarketplace channels, client can fulfil customer orders promptly and efficiently and build good impressions with its own customers.
- Capitalise on sales opportunities by minimising the risk of out-of-stock situations – OMS allows the client to anticipate demand trends and adjust its inventory levels accordingly.
- Monitor and manage the entire online sales process easily – A centralised dashboard provides real-time insights into key performance metrics, order statuses, and inventory levels, allowing the client to make informed decisions and optimise its operations.
- Respond quickly to risky or emergency issues – With its automated alerts and notifications system, OMS alerts the client to potential issues such as stock shortages, order delays, or other fulfilment challenges.
- Manage the client stock quantities in all marketplaces easily – The client can now dynamically adjust its stock maintenance quantity for each marketplace so that it will never miss a sales order. Once the client stock on hand is totally sold out, OMS will automatically zerorise the stock quantity in all the marketplaces to prevent any oversale situation. This means the client will always meet its Seller Service Level Agreements of every marketplace.
- Offer the client a powerful dashboard for the real-time performance of its online business – The client now gets a bird’s eye view of all sales orders from different marketplaces, and can see its top performing products, know how many orders are pending fulfilment, in the picking and packing stage, and in transit or out for delivery.
- Make generating past reports, comparisons for performance, and developing of insights easy – The client can make informed decisions, take appropriate actions for its future business growth, and predict its future demand. Now the client can easily understand its order trend and use this information for the planning of its future stock supply. Every order can be easily tracked as each stage is time-stamped.
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