57.5% of all shoppers use the omnichannel service, but only 31.6% describe it as being a smooth process, according to a new report.
J.C. Whitney replaced its home-grown order management system – developed 35 years ago for its catalog – with a new web-connected system that integrates with its back-end inventory management system to provide real-time inventory status on its web site.
J.C. Whitney Inc. has replaced its home-grown order management system-developed 35 years ago for its catalog-with a new web-connected system that integrates with its back-end inventory management system to provide real-time inventory status on its web site.
“We now have JCWhitney.com connected in real-time to our back-end CW Direct system,” says Marty Wehrle, CIO of J.C. Whitney. “Now when a customer places an order our web site, they can see the inventory availability in real time.” The CW Direct system from CommercialWare Inc. uses IBM Corp.’s iSeries web server technology to connect JCWhitney.com with back-end inventory and other applications.
Wehrle says the new inventory status capability was crucial to a site with about 1 million weekly visitors and a large number of products sorted by different makes and model years of cars.
The integration also provides order status across multiple channels, Wehrle says. When an order is placed through the call center, for instance, the customer can check the order status on the web, he adds.
“We needed a solution that would help us improve customer service through comprehensive inventory control,” Wehrle says. “It is critical that we have a seamless integration and our online, call center and catalog customers are able to quickly search our inventory to purchase and accept delivery of the accessories and parts they require.”