Overview

UPDATE:  Moosejaw was among 15 winners of Retail Touch Point's Channel Integration Awards . The online publication annually honors leaders in a variety of vertical markets based on the retailers' innovative approaches to cross-channel efforts.

Moosejaw was selected in the outdoor speciality category, while David's Bridal won for speciality apparel - wedding and special occasions. Other top-name winners include Toys "R" Us, Sears, Borders, Walgreen, Staples, Target and Best Buy.

With no shortage of competitors in the "outdoor adventure" space - many of them large and well-known - Moosejaw faces the ongoing challenge of making itself the destination of choice. Moosejaw sought to make its site the go-to destination for hard-core outdoor enthusiasts by embedding rich community features into its online commerce experience, thus becoming one of the first retailers to make "social commerce" the cornerstone of its growth strategy.

Moosejaw also sought to provide customers with a superior experience through all of Moosejaw's channels with true cross-channel integration.  By taking the best of each channel and making those features available regardless of channel, Moosejaw knew that they had to move all customer interactions to a single platform for a customer centric experience.  They needed a solution that freed them from the channel silos that exist today for so many other retailers.

Click Here to register for a webinar on How Moosejaw Mountaineering Became a Top Multichannel Retailer.

 

Reference Site

http://www.moosejaw.com

Reference Image

Customer Background


Moosejaw Mountaineering is a fast-growing Midwestern retailer specializing in extreme outdoor equipment and apparel. Now with seven stores and 250 employees, Moosejaw owes much of his success to a fiercely loyal customer base. The roots of this loyalty lay in the company's ability to provide the right product mix for exceptionally discerning customers, strong product and technical support and a constant drive to stay ahead of the curve in meeting customer expectations through distinctive services.

Business Solution

Moosejaw's answer was to build a new cross-channel retail solution using IBM WebSphere Commerce and CrossView's Cross-Channel Retail Solution. A key benefit of the solution is its ability to create a richer buying experience creating a common, superior experience through all of Moosejaw's channels. Key to this capability is a cross-channel integration solution from CrossView, which works with WebSphere Commerce. The solution creates a common information platform based on the IBM Retail Integration Framework, extending online channel programs and tactics into the store environment using CrossView POS and to Call Center representatives. The Moosejaw multichannel experience integrates and registers orders and inventory changes for every channel, offering increased visibility and optimum resource allocation across channels. Near real time inventory allows associates to locate and fulfill an order from an alternate store, warehouse or drop ship vendor. The multichannel capability also provides Moosejaw's in-store sales associates and call center agents with the tools they need to provide more interactive and insightful support to customers. Customers reviews can be created and viewed online and in stores and customer information and order history is visible at all touch points.

Key Features

Worth Noting:

  • Internet Retailer Hot 100
  • Social Commerce

Cross-channel Retail Solutions:

  • CrossView POS
  • CrossView Web
  • CrossView Call Center
  • CrossView Enterprise

CrossView Integration for:

  • CyberSource Payments / AVS
  • Paypal Express Checkout
  • GiveX Gift Cards

Integration with:

  • Endeca
  • CoreMetrics

Benefits of Solution

  1. Customer Centricity:  Moosejaw had separate customer databases at each store, in the call center and with the web site.  CrossView provided a solution that included one view of the customer, their orders, profile data and integrated to Moosejaw Rewards to impact all customer interaction points.  This centralized customer database, shared by all channels also provides a means for customer returns in any channel, resulting in improved customer satisfaction.  
  2. Cross-Channel Inventory:  Research shows that out-of-stock situations are a top business challenge for a satisfactory in-store experience.  Moosejaw wanted to provide enterprise inventory visibility, which includes vendor product availability regardless of channel.  Having this visibility has enabled Moosejaw to reduce the stock-outs that plague other retailers who must rely on disparate processes and data.  The result is fewer lost sales and better managed inventory levels across the chain.
  3. Cross-Channel Pricing and Promotions:  Moosejaw found it tough to manage pricing and promotions in the separate applications and the databases that once existed.  Their new solution provides centralized pricing and promotions for a single source of input and a consistent customer experience in every channel.  This also helps to enhance inventory turnover and product margins.  The positive impact on inventory turnover, order sizes, category margins and seasonal write offs is expected to generate happy customers and greater bottom line results.  Business support teams find the efficiencies of one platform a huge benefit.
  4. Total Cost of Ownership:  Moosejaw needed a solution where they could integrate once and leverage the integration across each channel.  They also wanted to merge relationships with third party vendors and share in the transaction volume costs that could benefit their bottom line.  One example of this included CrossView’s CyberSource payment software integration. Moosejaw was able to integrate faster and integrate once for all of its channels. This centralized payment, address verification and fraud detection solution results in a single application with expanded customer payment options and flexibility.  Moosejaw’s top lines sales, return on investment and total cost of ownership is being positively impacted with this approach.