Skip to main content

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
22% CHANGE
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.

Outcomes

More from Case Study

View all case studies →
1 KEY METRIC
Case Study

Major Airport Authority — Operations Platform Modernization

A major airport authority unified IT, facilities, and stakeholder ops on ServiceNow — 92M passengers annually, zero ops outages.

Read →
7 months BEFORE 4.3 months AFTER
Case Study

Oncology Research Center — Clinical Trial Operations on ServiceNow

A leading US oncology research center modernized clinical trial ops — patient enrollment cycle time down 31%.

Read →
+21 KEY METRIC
Case Study

Major Museum Network — Visitor Experience + Operations Platform

A major museum network with 21 institutions unified visitor experience + operations on ServiceNow — 18M annual visitors.

Read →

Planning Your Next Initiative?

Whether you're modernizing an existing platform, implementing new capabilities, or exploring AI-driven transformation, Mergen's certified experts will help define the right roadmap, scope, and delivery approach for your business.

Book a Discovery Call