Lifetouch National School Studios Inc. Revamps Order Management System with Infosys
The Client
Lifetouch National School Studios Inc. is one of the largest employee-owned companies in portrait photography in the United States and Canada. It provides photography services through partnerships with pre-schools, schools, houses of worship, and the retail markets of children, families, business and sports leagues.
Business Need
Lifetouch sought to revamp its Order Management System by implementing the Sterling Commerce Multi-Channel Fulfillment Suite (formerly known as Yantra) to address its business challenges:
- Transform from a Business-to-Business model to 'Business-to-Business-to-Consumer' model to handle larger volumes and enhance customer satisfaction
- Expand the product/package assortment, enhance merchandizing hierarchy and improve flexibility and consistency in packages, products and pricing
- Streamline and synchronize studio activities and order processing
Our Solution
Infosys implemented the Sterling Commerce Multi-Channel Fulfillment Suite and defined a rapid iterative approach. Our approach divided implementation into multiple laps, each of approximately eight weeks' duration. Our Global Delivery Model enabled the client to build a strong foundation as a preferred partner of choice in the SCM space.
We conducted 'Show and Tell' walk-through sessions at the end of each lap to demonstrate the solution and ensure adoption of the solution.
Benefits
Lifetouch realized several benefits:
- First step towards complete Multi Channel Integration (MCI) solution. It ensured improved access to information across teams enabling efficient customer service management
- Streamlined existing production processes and ensured scalability and flexibility to adapt to new business processes
- Reduced order capture time through integration of online ordering channel
- Rolling out order capture to call center minimized duplication of order entry
- Single view of order and customer information reduced customer service issues
- Improved Order Payment coverage due to real-time integration with Payment Gateway
- Planned reduction in Accounts Receivables through improved visibility of payments at the order level
- Improved effectiveness and efficiency through better analysis, reporting, decision-making and overall financial controls
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