Grupo Éxito Improves Delivery Times by 50% and Improves Customer Satisfaction by Eight Points with Manhattan Active® Omni

Rhea-AI Summary

Manhattan Associates Inc. (NASDAQ: MANH) announces Grupo Éxito's successful retail transformation using Manhattan Active Omni, cutting delivery times in half and enhancing customer satisfaction. The omnichannel approach leverages Store Order Fulfillment and Store Order Capture capabilities, leading to improved Net Promoter Score (NPS) and streamlined call center operations.

Insights

Market Research Analyst

The implementation of Manhattan Active Omni by Grupo Éxito is a strategic move towards enhancing their omnichannel retail capabilities. By cutting delivery times and improving customer satisfaction, the retailer is likely to see increased customer loyalty and potentially higher sales volumes. The significant increase in the Net Promoter Score indicates a stronger likelihood of customer recommendations, which can lead to organic growth in the customer base. The shift towards efficient ship-from-store operations could also result in a more streamlined inventory management, reducing overstock and stockouts, which are common issues in retail.

Supply Chain Management Expert

Grupo Éxito's adoption of Manhattan Active Omni's Order Management System reflects a growing trend in retail for more agile and responsive supply chain solutions. By leveraging their existing network of stores for fulfillment, Grupo Éxito is tapping into the concept of distributed order management, which can lead to significant cost savings in logistics. This approach can also enhance the retailer's ability to respond to market changes rapidly, which is critical in today's fast-paced retail environment. The improved call center operations suggest a more integrated customer service approach, which is essential for maintaining a high service level in omnichannel retail.

Technology Implementation Specialist

The technical aspects of Manhattan Active Omni, such as its cloud-native app structure and versionless, automatically upgrading system, represent the forefront of retail technology. Grupo Éxito's successful transformation highlights the importance of technological adaptability in the retail sector. The ability to seamlessly integrate selling, engagement and fulfillment processes in a single solution can greatly enhance operational efficiency. The automatic upgrades every 90 days ensure that the retailer remains on the cutting edge without the typical disruptions that software updates can cause, indicating a lower total cost of ownership and higher return on investment for such systems.

ATLANTA--(BUSINESS WIRE)-- Manhattan Associates Inc. (NASDAQ: MANH) today announced that Grupo Éxito has successfully transformed its retail operations with Manhattan Active^® Omni. The leading Colombian retailer has leveraged Manhattan Active Omni’s industry leading Order Management System to strategically transform its logistics operations, transitioning to a more modern, omnichannel approach. As a result of this initiative, the retailer has cut its delivery times in half and significantly improved customer satisfaction.

Recognizing the need for a more decentralized approach to digital order fulfillment, Grupo Éxito turned to Manhattan to leverage its extensive network of 80+ store locations. Leveraging Store Order Fulfillment will enable efficient ship-from-store operations that will significantly reduce costs and expedite product delivery to customers nationwide. In Store Order Capture capabilities will also allow Grupo Éxito to save sales in store and contribute to increased revenue and heightened customer satisfaction.

Diana Marcela Cardona, director of Omnichannel Transformation at Grupo Éxito said, “We have improved our Net Promoter Score (NPS) to an impressive 55 points within our digital channels – an eight-point increase in just one year – with the help of Manhattan Active Omni. The solution has played a pivotal role in elevating NPS by ensuring a seamless omnichannel experience for customers, reducing delivery times and providing additional order visibility.”

Manhattan Active Omni also transformed Grupo Éxito’s call center operations, significantly boosting productivity, streamlining order processing and raising service levels to provide customers with quicker and more efficient assistance. Agents now benefit from quick access to order information from digital channels, ensuring a seamless customer experience.

“We are proud to partner with Grupo Éxito and are thrilled to see this retailer cut delivery times in half and boost customer satisfaction with Manhattan Active Omni,” said Stewart Gantt, executive vice president, professional services. “It's a clear demonstration of how our solutions enhance the overall retail experience.”

Manhattan Active Omni’s suite of solutions delivers a unified approach to selling, engagement, and fulfillment in a single cloud-native app. Its order management capabilities enable complete visibility of available inventory to increase customer convenience and convert more sales. It is versionless and provides continuous access to innovation with automatic upgrades every 90 days, without disruption to the business.

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ABOUT GRUPO ÉXITO

Grupo Éxito is a leading Colombian retailer dedicated to enhancing the retail experience for customers across the country. With a robust presence of over 80 stores and 8 distribution centers, Grupo Éxito has become a powerhouse in the Colombian retail landscape. Committed to innovation and customer satisfaction, Grupo Éxito focuses on delivering quality products and services while continuously optimizing its operations. The company's strategic initiatives aim to elevate sales, streamline distribution centers, and provide an authentic omnichannel experience for shoppers. For more information and to stay updated on Grupo Éxito's latest developments, please visit www.grupoexito.com.co/en.

ABOUT MANHATTAN ASSOCIATES

Manhattan Associates is a technology leader in supply chain and omnichannel commerce. We unite information across the enterprise, converging front-end sales with back-end supply chain execution. Our software, platform technology and unmatched experience help drive both top-line growth and bottom-line profitability for our customers.

Manhattan Associates designs, builds and delivers leading edge cloud and on-premises solutions so that across the store, through your network or from your fulfillment center, you are ready to reap the rewards of the omnichannel marketplace. For more information, please visit www.manh.com.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240213042662/en/

Devika Goel

Manhattan Associates

Tel: +1 470-435-1566

dgoel@manh.com

Source: Manhattan Associates Inc.

FAQ

How did Grupo Éxito transform its retail operations?

Grupo Éxito transformed its retail operations using Manhattan Active Omni's Order Management System to transition to a modern, omnichannel approach.

What benefits did Grupo Éxito achieve through Manhattan Active Omni?

Grupo Éxito cut delivery times in half, improved customer satisfaction, and increased Net Promoter Score (NPS) by 8 points within digital channels.

How did Manhattan Active Omni help Grupo Éxito with order fulfillment?

Manhattan Active Omni enabled efficient ship-from-store operations, reducing costs and expediting product delivery to customers nationwide.

What role did Store Order Capture capabilities play for Grupo Éxito?

Store Order Capture capabilities allowed Grupo Éxito to save sales in-store, contributing to increased revenue and heightened customer satisfaction.

How did Manhattan Active Omni impact Grupo Éxito's call center operations?

Manhattan Active Omni significantly boosted productivity, streamlined order processing, and raised service levels in Grupo Éxito's call center operations.