Case Study: UK-based multinational retailer achieves unified omni-channel experience and BOPIS with HCL's Distributed Order Management

HCL Unifies Customer Experience Across Channels Through Integrated Order Management

A UK-based multinational retailer with 240 stores across 28 countries sought to enhance its eCommerce portal with omni-channel features, integrate catalog, pricing and stock systems, scale for global expansion, and hand over maintenance of Sterling DOM and Customer Service Centers to a partner. HCL was engaged to unify the customer experience and modernize order management using Sterling Order Management / Distributed Order Management capabilities.

HCL delivered a detailed omni‑channel roadmap, implemented Sterling SOM/DOM enhancements, redefined order monitoring, improved purge and historical data handling, and automated key service flows. As a result HCL enabled Buy Online, Pick Up In‑Store (BOPIS), streamlined returns/refunds, stabilized a 24x7 scalable order management platform, reduced calls and defects, improved customer service efficiency, and optimized release management to six releases per year.