Escalate Retail recently announced that EILEEN FISHER, a clothing company with 44 retail stores and accounts at all major department stores, has selected the company’s Buy Anywhere, Fulfill Anywhere Commerce solution, which is designed to enable an end-to-end cross channel customer shopping experience. As part of the Buy Anywhere, Fulfill Anywhere Commerce platform, EILEEN FISHER will implement Escalate Retail’s e-Commerce, Contact Center, Order Manager, and Fulfillment Manager modules, designed to enhance the customer experience and drive additional revenue. Escalate Retail’s consulting partner, Acquity Group, will provide the retailer with front-end implementation and hosting services.
Part of a phased approach, the new implementation is designed to provide customers with the ability to buy online and from the call center to have products delivered directly to them. Orders placed either with CSRs or online will be visible in real-time across the enterprise, according to Rich Harmatiuk, Vice President and GM, Escalate Retail. Phase one is also designed to offer new features like dynamic search, more streamlined customer content, comprehensive store locator and recommendations based on previous purchases and viewed items. “The product integration will provide a much greater level of flexibility in how a customer chooses to shop with EILEEN FISHER,” says Harmatiuk.
EILEEN FISHER’s reported overall sales of $273 million in 2008. Their collection is sold by major retailers and specialty stores across the US and Canada, as well as in 44 company-owned stores and online at www.eileenfisher.com. Based in Irvington, NY, the company operates showrooms in New York City, Los Angeles, Chicago, Dallas and Atlanta. The new implementation will provide EILEEN FISHER with real-time access to all order and customer history preferences to identify customer segments.
“Providing an exceptional customer experience is our top priority,” says Lauren Croke, Director of Web and E-Commerce, EILEEN FISHER. “It is important that we are able to take what customers love about our stores and express that online with creativity and brand consistency.”
As part of Buy Anywhere, Fulfill Anywhere Commerce, Escalate Retail delivers feature-rich solutions designed to improve the retail customer experience through seamless cross-channel capabilities in the store, on the phone, and over the Web. Escalate’s cross-channel suite is designed to offer shoppers convenience and flexibility, while giving retailers the ability to manage and fulfill customer orders across all areas of a their business including e-Commerce, contact center, stores, order management and fulfillment, distribution centers, and supply chain.
In addition to implementing Escalate Retail’s Buy Anywhere, Fulfill Anywhere Commerce and supporting modules, EILEEN FISHER plans to begin selling and shipping internationally, powered by the recent Escalate e-Commerce integration with FiftyOne Global e-Commerce.