“When we looked at Exporix, it checked all the boxes so we didn't feel a need to look elsewhere.” — Jeff DeSandre, CIO at AmerCareRoyal
Emporix Digital Commerce Platform fully supports AmerCareRoyal's strategy to flexibly orchestrate critical business capabilities, microservices and platforms, to adapt to new customer requirements and market trends when necessary and outpace the competition with value-adding innovation. AmerCareRoyal now has the flexibility to pilot new services and deliver them quickly.
Emporix facilitates a modular API-first architecture that allows existing systems such as ERP, DAM, and PIM to be integrated into the new composable ecosystem via API without having to rebuild them. This significantly accelerated the replatforming and enabled incremental renewal of systems where necessary without disrupting the business.
“Innovation used to be very slow. That's why microservices are a game changer for us, we can just add a new microservice instead of reinventing the wheel.” — Jeff DeSandre, CIO at AmerCareRoyal
While the legacy system, which was custom-made from scratch, required a great deal of effort for any adaptation or extension to be made, the new MACH architecture now allows valuable innovations to be implemented very quickly and cost-effectively by simply adding ready-made best-of-breed services or platforms from whatever vendor.
The composable MACH architecture let the number of value-added services increase by 25%. On an operational level, the automation of returns management workflows, including real-time inventory updates and reducing the number of customer service touches through self-service, helped significantly reduce manual effort while increasing accuracy and speed.
Emporix and Celonis have built a joint product to help AmerCareRoyal deliver superior data-driven customer experiences: Emporix CXP. This new platform offers businesses the opportunity to dynamically personalize customer journeys based on real-time, end-to-end process intelligence and is the first process-context-aware solution available in the eCommerce space. CXP has supported AmerCareRoyal in reducing the error-prone manual work in the returns process saving the costs of at least one headcount, reducing the number of steps in the returns process to only three and opened up the possibility for more cost-cutting, innovation and customer experience enhancements in the future.