Grupo Éxito Improves Delivery Times by 50% and Improves Customer Satisfaction by Eight Points with Manhattan Active® Omni
February 13 2024 - 8:00AM
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.
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version on businesswire.com: https://www.businesswire.com/news/home/20240213042662/en/
Devika Goel Manhattan Associates Tel: +1 470-435-1566
dgoel@manh.com
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