REI puts members first while reducing costs and improving the customer experience
From 50C290DHPS 50C290DHPS on May 6th, 2019
With Order Management deployed in 2014 and ship from store in 2015, REI experienced much more complexity to their omni channel experience. They needed to deploy enhancements to try and manage costs while still giving a great customer experience. Challenges included faith based margins, expenses increasingly difficult to forecast and lacking tools for capacity management.