The Forrester Wave™: Order Management Systems, Q2 2023

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Prestige beauty retailer Sephora goes live with Fluent Order Management in Australia

Sephora invests in new platform to enhance customer experience across Southeast Asia and Oceania

Sydney: October 5, 2022: Global prestige omni-channel beauty retailer Sephora has successfully implemented a new distributed Order Management System (OMS) from Fluent Commerce. Sephora chose Fluent Order Management to enhance and meet the experiential needs of today’s omni-channel beauty customer both in-store and online.

The new platform, implemented in partnership with Accenture, has been launched in Australia marking the start of a broader rollout across the rest of its markets in Southeast Asia and Oceania. 

Sephora is the only prestige omni-channel beauty retailer in the world that sells luxurious  and emerging beauty brands across categories including skincare, makeup, fragrance, body and hair care.

The omni-channel retailer operates approximately 3,000 online and offline stores in 36 markets worldwide. This includes close to 400 customer touchpoints across the Asia Pacific region with  25 brick-and-mortar stores, sephora.au and the Sephora mobile app in Australia. Sephora opened its first Australian store in Sydney in 2015.

The new platform will provide Sephora with a single view of inventory, enable Click & Collect services, and give the retailer the ability to ship-from-store in future, a service already available in New Zealand. Customers can expect a great experience regardless of the way they choose to shop, either online or in-store, and they can return products from anywhere with more accurate and faster refunds. 

Mark O’Keefe, Country Manager at Sephora Australia, said: “Sephora is regarded as a beauty trailblazer, thanks to our unparalleled curation and assortment of prestige products and services, an interactive shopping environment and constant innovation that is powered by our in-house technologists and digital marketers.

‘With a proven history of supporting leading luxury beauty brands around the world, Fluent Commerce was a natural choice for Sephora. We believe our new and integrated platform will further enhance our beauty customers’ experience, both online and in-store, and support our continued growth.”

“The ability to enable Marketplace and enhance consumer experience will be a game changer for Sephora” comments Sudhan Sundaram – Managing Director Strategy and Consulting – Supply chain, Accenture.

Sephora is the latest luxury brand to choose Fluent Order Management. Other customers include Breitling, Chanel and Dior. A key goal of the implementation is to optimize Sephora’s omnichannel strategy. The platform will be rolled out next in Singapore.

Graham Jackson, CEO at Fluent Commerce, said: “We are pleased that Sephora has chosen Fluent Order Management to support its continued growth in the region,” says Graham Jackson, CEO, Fluent Commerce. “Sephora customers will benefit from a proven omni-channel experience used by leading retailers all around the world,” adds Jackson.

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