WCE will enable Metro Shoes to showcase all brands and recommend specific items based on insights shared by customers
IBM announced that it will provide Watson Customer Engagement service through its IBM Cloud platform to Metro Shoes’ newly launched Digital Commerce platform.
This would include IBM Watson Order Management and Commerce for seamless digital engagement
“Technology is redefining customer engagement and will be the key differentiator for retail brands of the future. We’re excited to collaborate with IBM and CEBS to embark on our digital transformation journey,” said Alisha Malik, Vice President, Digital, Metro Shoes. “With IBM’s knowledge in the omni-channel commerce and retail space, we are confident that these changes will not only help accelerate the execution of our strategy, but also give us an edge over competition. At Metro Shoes, we strongly believe that the new solution will enhance the overall user experience, thereby increasing revisits, traffic and loyalty.”
With a countrywide footprint of 350 physical showrooms, an expanding brand portfolio and changing customer preferences, Metro Shoes Ltd was facing challenges in managing orders coming from multiple online platforms. Earlier handled by unreliable software, leading to lack of visibility of real-time data of sales, inventory location and returns. In addition to its inventory management challenges, Metro Shoes Ltd needed to improve online presence for some of their popular internal brands which were getting low visibility impacting overall sales.
With IBM, Metro Shoes Ltd is sought to gain new levels of customer insight, which can be used to personalize the online experience for each visitor as they navigate through the site.
Delivered through a single platform, Metro Shoes now will be able to showcase all of its brands and recommend specific items based on insights shared by customers. This personalized experience will include new and convenient fulfillmentoptions such as buy online, pick up in store, reserve in store and easy returns.
Nishant Kalra, Business unit leader – IBM Watson Customer Engagement – India/South Asia added, “IBM is at the forefront of helping clients embrace newer ways to work and digitally transforming the way they engage with their end customers. We are happy to be part of Metro Shoes’ digital transformation journey by delivering superior digital commerce experience, leveraging the stores by merging them with online, and finally driving brand advocacy. IBM in association with CEBS will enable deep innovation, faster-go-to-market and streamline processes for scalability.”
“With over 15 years of experience in developing e-business tools, CEBS has been a trusted Solutions Provider and partner for organizations across the globe,”said Satish Swaroop, President, CEBS Worldwide. Our effective and flexible software solutions paired with IBM’s deep technology expertise will provide Metro Shoes a real-time, centralized system for customer management.”