CASE STUDY

Department Store Chain: Omnichannel Orchestration on Salesforce + Custom OMS

A department store chain unified omnichannel orchestration across 240 stores + e-comm + marketplaces. Order-fulfillment cost per unit down 22%.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: Retail
Topics: Commerce Cloud · Service Cloud
Published: May 2026
Headline outcome: 22% Order-fulfillment cost per unit: down…

Measured outcomes

What this programme actually delivered.

22%

Order-fulfillment cost per unit: down 22%

+24

Delivery-time customer satisfaction: +24 NPS

240

240 stores + e-comm + 5 marketplaces unified

The challenge

A department store chain operated independent fulfillment for stores, e-comm, and 5 marketplaces. Order-routing was inefficient; inventory was double-allocated.

What we built

Unified order management across all channels. Real-time inventory propagation. Intelligent order-routing optimizing fulfillment cost + delivery time. Single customer record.