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Urban Outfitters to Improve Customer Service with Help from Sterling Commerce

November 09, 2009

Sterling Commerce, an AT&T Inc. company, announced that Urban Outfitters, Inc. has selected Sterling Order Management and Sterling Managed File Transfer to improve customer service. Urban Outfitters launched a corporate initiative to improve customer service through legacy system replacement with “best-in-class” solutions, company officials said.

The Sterling Order Management system will be implemented to help the company to create a seamless shopping experience across each of its channels and brands, including the Urban Outfitters brand as well as Anthropologie, Free People and Terrain.

Managed File Transfer, offered by Sterling, was chosen to manage the internal and external file transfers for the retailer as part of a new customer relationship management implementation.

“Urban Outfitters seeks to offer a differentiated shopping experience that creates an emotional bond with the customers, and Sterling Order Management will provide us with a world-class foundation for all our cross-channel operations that will enable us to excel in delivering that experience,” said Calvin Hollinger, chief information and logistics officer at Urban Outfitters, in a statement.

Sterling Order Management is expected to improve cross-channel efficiencies and customer responsiveness. It also provides global inventory visibility and synchronizes channel operations so that Urban Outfitters can enable its customers to research, buy, ship and return anywhere.

This solution also delivers call center capabilities, providing Urban Outfitters with the tools to better manage its processes for special orders and “save-the-sale” efforts. As part of the Sterling Selling and Fulfillment Suite, Sterling Order Management provides a solution to help orchestrate the entire commerce lifecycle.

“In order to meet the growing needs of today’s demanding consumer, retail organizations need to focus on delivering positive experiences across all channels and customer touchpoints,” said Janet Sherlock, research director, retail, at AMR Research.

The Sterling MFT is also being implemented as part of the new CRM system. As a result, Urban Outfitters will be able to facilitate secure file transfer and enable the seamless and secure interaction of major customer files.

“Urban Outfitters is a retail leader in pleasing today’s discerning consumer by making game-changing investments to innovate and deliver a superior customer experience,” said Jim Bengier, global retail industry executive at Sterling Commerce. “Sterling Commerce is pleased to be helping respected brands like Urban Outfitters transform their selling and fulfillment operations.”

Sterling Commerce was recently cited as a Leader by Forrester Research in its Oct. 29, report, “The Forrester Wave: B2B Service Providers, Q4 2009.” The company’s business-to-business services included in the report were Sterling Collaboration Network, a hosted service that provides secure connectivity and collaboration between businesses, and Sterling Commerce Managed Services, a B2B outsourcing offering.

Sterling announced in September the launch of Sterling Yard Management, an on-demand yard and transportation management solution. Sterling Yard Management is fully integrated with the Sterling Transportation Management System, providing a clear view of product movement from warehouse to delivery.

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Erin Harrison