Grupo Éxito improves delivery times and customer satisfaction with Manhattan Active Omni solution

Grupo Éxito says that it transformed its retail operations with Manhattan Active Omni.

The Colombian retailer has leveraged the solution’s Order Management System to boost its logistics operations, transitioning to a more modern, omnichannel approach.

As a result of this initiative, it has cut its delivery times in half and significantly improved customer satisfaction.

Recognising the need for a more decentralised approach to digital order fulfilment, Grupo Éxito turned to Manhattan to leverage its network of 80+ store locations.

Tapping Store Order Fulfilment will enable efficient ship-from-store operations that will reduce costs and expedite product delivery to customers nationwide.

In Store Order Capture capabilities will also allow Grupo Éxito to save sales in-store and contribute to increased revenue and heightened customer satisfaction.

Diana Marcela Cardona, Director of Omnichannel Transformation at Grupo Éxito, says: “We have improved our Net Promoter Score (NPS) to an impressive 55 points within our digital channels – an eight point increase in just one year – with the help of Manhattan Active Omni.”

“The solution has played a pivotal role in elevating NPS by ensuring a seamless omnichannel experience for customers, reducing delivery times and providing additional order visibility.”

Manhattan Active Omni also improved Grupo Éxito’s call centre operations, boosting productivity, streamlining order processing and raising service levels to provide customers with quicker and more efficient assistance.

Agents now benefit from quick access to order information from digital channels.

“We are proud to partner with Grupo Éxito and are thrilled to see this retailer cut delivery times in half and boost customer satisfaction with Manhattan Active Omni,” says Stewart Gantt, Executive Vice President, Professional Services. “It's a clear demonstration of how our solutions enhance the overall retail experience.”