Collateral:Follett: A Lesson in Cross-Channel Management

Brief Overview

Follett Higher Education Group's unique business model requires all online orders to be pulled from in-store stock. As the ratio of web sales to in-store sales continued to increase rapidly, the stores were faced with redirecting personnel from maintaining in-store customer service levels. to fulfilling online orders. Dedicated to maintaining customer service on all channels, Follett sought out a solution to increase customer service levels and reduce labor costs across the enterprise. Find out how they accomplished this.

Benefits include:

• Improved inventory levels

• Improved customer service levels

• Improved accuracy of store in-stock status for online orders

• Decreased order to delivery time

• 30-percent reduction in order fulfillment time on over 1.2 million orders annually

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