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Case Study

System Integration Delivers a Seamless Customer Experience for a National Specialty Retailer

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-5% Late Orders to Customers
30% Proactive Late Order Alerts
48Hrs Dashboard Built & Deployed

Discover how Nextuple’s system integration services transformed a national specialty retailer’s operations, unifying inventory visibility and streamlining fulfillment. With a seamless omnichannel platform, the retailer now delivers faster, more accurate orders and elevated customer satisfaction.

Executive Summary


A prominent American specialty retailer, offering a wide range of home furniture, decor, apparel, food products, and more, operates over 250 stores and a growing e-commerce platform. Seeking to enhance inventory visibility and optimize fulfillment across channels, the retailer partnered with Nextuple to modernize its order management system. By leveraging Nextuple’s expertise with legacy system transformations and IBM Sterling products, the company integrated a suite of solutions—including Sterling OMS, Call Center, Store, and IV —creating a unified commerce platform that enhanced customer experiences, boosted revenue, and drove operational efficiency.

Executive Summary

A prominent American specialty retailer, offering a wide range of home furniture, decor, apparel, food products, and more, operates over 250 stores and a growing e-commerce platform. Seeking to enhance inventory visibility and optimize fulfillment across channels, the retailer partnered with Nextuple to modernize its order management system. By leveraging Nextuple’s expertise with legacy system transformations and IBM Sterling products, the company integrated a suite of solutions—including Sterling OMS, Call Center, Store, and IV —creating a unified commerce platform that enhanced customer experiences, boosted revenue, and drove operational efficiency.
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The Customer

This national retailer specializes in a diverse range of high-quality products, from home furnishings to international food and beverages. Despite operating over 250 stores and a thriving e-commerce business, the company struggled with disconnected legacy systems, limiting its ability to offer a seamless, omnichannel shopping experience. The lack of integration between online and offline operations hindered inventory visibility, order accuracy, and customer satisfaction.
A shopper holds up a small basket while shopping at a specialty goods retail store.

The Opportunity


The retailer’s challenges included fragmented inventory visibility, which impeded accurate order promising and efficient fulfillment across various channels. Additionally, the company needed to optimize sourcing decisions, ensuring orders were routed to the most efficient location—be it a distribution center, store, or vendor—while considering cost, stock availability, and customer preferences. The retailer also aimed to enhance its store fulfillment operations, particularly for Buy Online, Pick Up In-Store (BOPIS) and Ship-from-Store (SFS), while addressing labor capacity constraints.

The Challenge/Opportunity

The retailer’s challenges included fragmented inventory visibility, which impeded accurate order promising and efficient fulfillment across various channels. Additionally, the company needed to optimize sourcing decisions, ensuring orders were routed to the most efficient location—be it a distribution center, store, or vendor—while considering cost, stock availability, and customer preferences. The retailer also aimed to enhance its store fulfillment operations, particularly for Buy Online, Pick Up In-Store (BOPIS) and Ship-from-Store (SFS), while addressing labor capacity constraints.

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The Solution

Nextuple implemented a comprehensive solution suite to address the retailer's challenges and deliver a unified commerce experience. The central piece was the Sterling OMS, which streamlined order orchestration and provided real-time inventory visibility across all channels. To enhance customer service, Nextuple also deployed the Sterling Call Center solution, enabling efficient order processing and improved customer support. For store associates, IBM Sterling Store was implemented, offering an intuitive interface to manage in-store inventory and fulfill online orders seamlessly. Additionally, IBM IV Inventory was introduced to provide end-to-end visibility, optimize sourcing decisions, and ensure smarter inventory management across locations.

A group of four developers huddle around multiple computer screens while planning system integration for a specialty retailer.

The Results


The retailer now delivers a unified shopping experience across all channels, with real-time inventory updates and accurate delivery/pickup time estimates. Intelligent sourcing logic enables efficient order fulfillment by selecting the best location based on inventory availability, cost, and customer preference. Store associates benefit from streamlined processes for managing in-store inventory and fulfilling online orders, leading to greater productivity and customer satisfaction. The integration of best-in-class solutions has transformed inventory visibility, simplified fulfillment, and enhanced the overall customer journey.

Nextuple’s end-to-end consulting, implementation, and support services empowered the retailer to achieve its goal of creating a seamless and efficient omnichannel experience.

The Results

The retailer now delivers a unified shopping experience across all channels, with real-time inventory updates and accurate delivery/pickup time estimates. Intelligent sourcing logic enables efficient order fulfillment by selecting the best location based on inventory availability, cost, and customer preference. Store associates benefit from streamlined processes for managing in-store inventory and fulfilling online orders, leading to greater productivity and customer satisfaction. The integration of best-in-class solutions has transformed inventory visibility, simplified fulfillment, and enhanced the overall customer journey.

Nextuple’s end-to-end consulting, implementation, and support services empowered the retailer to achieve its goal of creating a seamless and efficient omnichannel experience.

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