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Supply Chain Management

Lifetouch National School Studios Inc. Revamps Order Management System with Infosys

 

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, and business and sports leagues.

 

Business Need and Challenges
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

 

Infosys' 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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