Case Study: Fossil Group achieves seamless omni-channel fulfillment with IBM Order Management

Empowering customers to engage on any touchpoint with an omni-channel fulfillment hub

Fossil Group, Inc. needed a better way to manage rising customer expectations for seamless browsing, buying, returns, and exchanges across channels. Its separate systems and limited inventory visibility made it hard to understand demand across touchpoints or fulfill orders from other channels when stock was low, creating missed sales opportunities. Fossil chose IBM Order Management to support its omni-channel fulfillment goals.

IBM implemented IBM Order Management as a centralized inventory and order fulfillment hub, integrating it with Fossil’s IBM WebSphere Commerce e-commerce engine, warehouse management system, ERP applications, and Adobe Experience Manager storefront. The result was near-real-time inventory visibility, support for ship-from-store, BOPIS, BORIS, and home delivery across North America and Europe, and smoother deployment with only a handful of low-priority production stops. Fossil also reported improved conversion from digital orders, more dynamic stock reallocation, and scalable fulfillment capacity to handle seasonal peaks.

Fossil Group

Kent Heimes

Retail Solution Architect