UK retailer Marks & Spencer (M&S) is deploying IBM software to enable M&S customers to shop from any country, device or channel regardless of whether they are calling, viewing, surfing or walking in from the street.
The software from IBM is designed to help M&S capitalise on the growth of mobile, social and multi-channel purchasing by consumers in the digital and the software provides integrated purchasing, order management and customer service capabilities across all of the retailer’s sales channels.
With IBM Sterling Order Management, M&S will be able to provide inventory visibility across all channels and for its transaction scalability needed to meet seasonal requirements. M&S also selects IBM WebSphere Commerce to enhance its comprehensive personalisation capabilities.
With these two IBM offerings, M&S will be able to capture its customers’ behavior accurately in order to be able to personalise its communications with them and to provide the same level of service to shoppers, regardless of their mode or channel of interactio, said IBM.
IBM Commerce Solutions lead David Hogg said the explosion of personalised data now accessible to consumers through social media, online and mobile interactions is causing fundamental changes in the way retailers operate.
"With the new software now in place, M&S can take action based on a consistent view of a customer’s order across any of the sales channels they have chosen. In this way, customers can continue to enjoy the high levels of service they have come to expect from this major UK retailer, while M&S can expand its business by increasing sales worldwide," said Hogg.
