TRAILBLAZER
Polaris , which was a three-year plan to position itself for growth . The plan included a supply chain redesign . The pandemic accelerated its adoption .
In an interview with Accenture , Mullahy revealed that the key to overhauling Macy ’ s supply chain has been “ meeting customer demand in an omnichannel model ”.
He said : “ Our supply chain must support the different ways customers shop , whether that ’ s inside the store , picking up a package at the store or ordering an item from our website into their home .”
By overseeing a supply chain that takes in-store and warehouse inventory as a whole , Mullahy has helped the retailer strengthen its margins , and not only get items to customers quicker but also in the ways they prefer .
Old Macy ’ s supply model was multichannel It ’ s a far cry from Macy ’ s old supply chain , which was designed to meet customers where they shopped — either in store , or online . The so-called ‘ multichannel ’ model .
" Our legacy supply chain separatedout store and digital inventory and distribution ," Mullahy explains . " Our new model improves customer satisfaction by increasing speed of delivery , as well as generating operational efficiency .”
Macy ’ s is using data and analytics not just to get items to customers faster , but also to improve inventory forecasting , and allocation and package consolidation . Customers receive fewer packages for one order if they opt to shop online .
" We believe we can improve on the return experience , making it more seamless for the customer and providing faster re-shipment and replacement ," said Mullahy . That also includes launching a new return process within their app .”
“ Increased demand during the pandemic made us focus more on fulfilment strategies ”
He continues : “ Increased demand during the pandemic prompted us to focus more on fulfilment strategies , which includes in-store pick up , same-day delivery , and faster delivery to customers ’ homes .”
The pandemic may have cranked up demand for Macy ’ s ’ goods , but it has also dished out some major challenges — such as overcoming port congestion , to get goods where they ’ re needed , when they ’ re needed — especially at crunch times , like Christmas . Mullahy says the key to riding out the ongoing supply chain storm lies not in a single approach , but a multitude of them .
18 March 2022