LVMH is introducing a “delivery promise” feature designed to boost the omni-channel shopping experience for consumers. The company, which owns Louis Vuitton, Dior and recently acquired Tiffany, among others, is doing this via tech specialist OneStock’s agile order management technology “to offer a high-end service that aligns with customer expectations”.
Online shoppers will be able to view real time stock availability and choose a guaranteed delivery method based on the item selected. The options include ‘white glove’ same-day delivery, as well as collect-in-store within two hours. The customer is kept updated with an estimated delivery time.
And importantly it’s also using the tech company’s ship from store, click-and collect-and return in-store capabilities. This is being ever more widely used by fashion retailers, and companies across the price scale have reported a boost to online sales as a result of implementing such features.
LVMH has launched the tech with just one of its brands (it wouldn’t say which one) in the US, and Europe will see it rolled out for the same brand during the rest of this year. “The personalisation of the customer experience and in-store experience are two areas that we want to make exceptional, and where we want to improve the e-commerce services we offer,” said Laetitia Roche-Grenet, Business Synergies Director at LVMH.
“The needs of the customer are paramount in the luxury sector, and brands often struggle to emulate the exclusive experience online they offer in-store,” OneStock’s CEO Romulus Grigoras added. “LVMH is a pioneer in a market undergoing digital transformation and fully understands what being omnichannel can mean for growth and profitability. It is adding fresh excitement to online and in-store purchasing, which will provide a genuine competitive advantage.”
OneStock and LVMH have been working closely together in recent periods with the former having been selected to join the luxury giant’s start-up accelerator for technology businesses, known as La Maison des Startups.
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