Efficiency Gain
Inventory Turnover Increase
Cost Reduction
Implementation Timeline
The Client
Urban Outfitters Group operates 200+ retail locations across North America and Europe, with a thriving e-commerce business generating $800M annually. Despite their scale, they faced a critical challenge: their physical and digital operations were siloed. Inventory sat idle in stores while online customers experienced stockouts. Fulfillment costs were climbing as they relied heavily on centralized warehouses.
The executive team knew they needed to unlock their stores as fulfillment nodes—enabling ship-from-store, buy-online-pickup-in-store (BOPIS), and endless aisle capabilities. But their legacy systems, fragmented data, and complex organizational structure made this a daunting transformation.
Breaking Down Silos
Inventory Visibility
Real-time inventory accuracy across 200+ stores was below 70%. Systems couldn't support unified inventory views.
Fulfillment Costs
Over-reliance on centralized warehouses drove up shipping costs and delivery times, hurting margins and customer satisfaction.
Legacy Systems
Outdated POS, OMS, and WMS systems built in silos. No API integrations, manual data syncs, frequent errors.
Organizational Complexity
Store operations, e-commerce, and supply chain teams operated independently with conflicting KPIs and incentives.
The Unified Commerce Blueprint
Phase 1: Discovery & Systems Audit (Months 1-2)
We conducted a comprehensive audit of all systems, data flows, and organizational structures. Mapped 47 different systems and integrations, interviewed 120+ stakeholders across stores, warehouses, and corporate, and identified 23 critical bottlenecks preventing omnichannel capabilities.
- Complete systems architecture mapping and data flow analysis
- Stakeholder interviews across all departments and geographies
- Identified 23 critical integration gaps and process inefficiencies
Phase 2: Platform Selection & Architecture Design (Months 3-5)
We designed a modern omnichannel architecture centered around a unified Order Management System (OMS) that would serve as the brain of the operation. Selected best-in-class platforms (Fluent Commerce OMS, Shopify Plus, NetSuite ERP) and designed API-first integration layer to connect all systems in real-time.
- Unified OMS implementation with intelligent order routing logic
- API-first integration architecture connecting POS, e-commerce, WMS, and ERP
- Real-time inventory sync with 95%+ accuracy target across all channels
- Designed fulfillment logic: proximity, inventory levels, labor costs, delivery speed
Phase 3: Pilot & Iteration (Months 6-9)
We launched a pilot program across 15 stores in 3 markets to test the new architecture, refine fulfillment logic, and train store teams. Monitored performance daily, identified edge cases, and iterated on routing algorithms to optimize for cost, speed, and customer experience.
- 15-store pilot across diverse markets (urban, suburban, mall-based)
- Daily performance monitoring and weekly optimization sprints
- Store team training program and change management workshops
- Achieved 96% inventory accuracy and 22% fulfillment cost reduction in pilot
Phase 4: Full Rollout & Optimization (Months 10-14)
We rolled out the new omnichannel architecture to all 200+ stores in waves, prioritizing high-volume locations first. Established ongoing optimization processes, performance dashboards, and continuous improvement protocols to ensure long-term success.
- Phased rollout to 200+ stores across 5 waves over 4 months
- Real-time performance dashboards for operations, finance, and executive teams
- Continuous optimization: A/B testing routing logic, refining algorithms
- Enabled BOPIS, ship-from-store, and endless aisle across all locations
Operational Excellence Achieved
Fulfillment Cost Reduction
Ship-from-store reduced average shipping distance by 60%, cutting fulfillment costs by $14M annually.
Inventory Turnover
Unified inventory view enabled better allocation and reduced dead stock by 35%.
Delivery Speed
Average delivery time dropped from 4.3 days to 2.1 days, improving customer satisfaction by 28%.
BOPIS Adoption
34% of online orders now use BOPIS, driving incremental in-store purchases averaging $47 per visit.
"Rivvy transformed how we think about our stores. They're no longer just sales channels—they're strategic fulfillment assets. The omnichannel architecture they designed saved us $14M in year one and positioned us to compete with Amazon on delivery speed. This was a true strategic partnership."
Rachel Patel
SVP of Operations, Urban Outfitters Group