Redefining retail operations: How a fashion brand reduced fulfillment time by 60% through digital transformation.
The company’s operations had outgrown its systems. Online and offline orders were managed through different platforms. Inventory data was siloed — what was shown as “available” online often didn’t match actual warehouse levels. Store managers manually updated stock status and coordinated deliveries via phone or WhatsApp. Peak season led to bottlenecks, missed SLAs, and customer churn. On average, order fulfillment took 5.4 days, with a 17% error rate in dispatches. Returns were high, and customer service was constantly handling delivery complaints. The operations team needed more than just automation—they needed clarity and control.
SVOD Advisory was engaged to lead a retail digital transformation initiative — not just plugging in tools, but rebuilding the backend logic that powers speed, accuracy, and scale.
We started with a 4-week diagnostic phase, followed by a staged implementation roadmap across 6 months: Tech stack audit Assessed all core platforms: ERP, POS, warehouse management, and e-commerce integrations. Identified five key disconnects leading to duplicated data and inventory misalignment. Systems integration Connected ERP, WMS, and POS platforms via custom middleware. Ensured real-time inventory sync across all channels and locations, down to the SKU level. Process redesign Mapped the end-to-end fulfilment journey — from customer order to final delivery. Introduced rule-based routing, dynamic stock reservation, and barcode scanning for error-free dispatch. Real-time analytics Developed a live dashboard for operations, giving store managers and warehouse heads real-time visibility into orders, stockouts, returns, and SLA adherence. Team capability building Trained 120+ store and warehouse employees on new workflows. Created SOPs for escalations, system usage, and downtime protocols to avoid reverting to manual hacks.
Reduced average fulfilment time from 5.4 days to 2.1 days — a 61% improvement Inventory accuracy improved by 85%, leading to a 28% drop in customer complaints Increased fulfilment capacity by 35% without additional headcount Store managers now spend 40% less time on backend coordination and stock queries Returns related to wrong product dispatch dropped from 8.7% to 2.4% in just 3 months For high-growth retailers, scale isn’t just about opening more stores—it’s about fixing what happens behind the scenes. With the right systems and processes in place, this fashion brand not only delivered faster but also improved its overall performance. They delivered smarter, with fewer errors, lower costs, and a team finally focused on customers, not spreadsheets.Conclusion
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