Case Study: US-Based Specialty Retailer Of Women’s Fashion And Accessories achieves improved cross-channel customer experience and increased sales with HCL

HCL’s Ecommerce Solution Enhances Customer Experience For A Us Based Retailer

The customer is a US-based specialty retailer of women’s fashion and accessories with a multi-channel presence across 585 stores, eCommerce sites and partner channels and roughly 50,000 active SKUs. Faced with the need to upgrade Sterling DOM from 8.5 to 9.2 and to improve cross-channel experiences (Buy Online Pick Up at Store, Buy Online Ship from Store), they engaged HCL to modernize their order management and capture sales lost to out-of-stock situations while enabling pre-orders and better ROI from OMS capabilities.

HCL upgraded and extended Sterling Order Management with phased pilots and store-tiering, delivering Ship‑From‑Store, BOPIS, enterprise-wide inventory visibility, store-only SKUs online, and load‑balanced fulfillment across DCs and stores (pilot rollout from 15 → 50 → 100 → all stores). The HCL solution aggregated inventory into a single system of record, reduced online out‑of‑stock losses, increased store footfall and eCommerce conversion opportunities, and improved fulfillment efficiency and customer experience across the retailer’s network.