The first phase of our work with JOANN began with the redeployment of the company’s IBM Order Management platform. The system had been implemented by another solution provider, but there was little to no training provided to team members once it was up and running.
JOANN initially engaged us to provide that training, but our advanced technical experience and platform knowledge made such an impression that we were asked to re-implement the system entirely. We went back to the drawing board and ended up launching the IBM Sterling OMS platform in a cloud-based environment, rather than on the server that the platform was operating on previously.
By creating a global view of JOANN’s inventory, we were able to solve many of the company’s product information and order management problems. The new system gives team members an up-to-date view of all inventory and helps JOANN better track product quantity, location, and availability.
The IBM Call Center for Commerce was also added to JOANN’s order management stack to provide additional support to call center agents. With the company’s OMS data as its foundation, this call center interface gives agents access to order status and shipment information so they can provide customers with accurate information and an elevated service experience.