DSW kicks into higher seamless gear

Designer Shoe Warehouse Inc. (DSW) is more closely connecting its digital and store channels, and using a little outside help to make it happen.



DSW has implemented eBay Enterprise in-store pickup and ship-to store in 467 stores. These new omnichannel fulfillment technologies augment the specialty footwear chain’s existing ship-from-store and dropship capabilities, also powered by eBay Enterprise.



“eBay Enterprise is a key partner in DSW’s omnichannel evolution,” said Carrie McDermott, COO at DSW. “We decided to work with eBay Enterprise for two key reasons: speed-to-market and ease of use. We would not have been able to get these initiatives live as quickly on our own. Plus, our associates have found the application incredibly easy to use, which enables them to focus on servicing our customers’ needs.”



DSW began offering omnichannel customer services in 2011 with the creation of Shoephoria, a proprietary stock locator tool that uses inventory at its fulfillment center to meet store orders. Two years later, DSW added ship-from-store and dropship capabilities.



The deployment of in-store-pickup and ship-to-store represents the retailer’s continued efforts to stay current with the evolution of seamless customer experience. In-store pickup and ship-from-store for online orders are now becoming table stakes for effective customer service as “omnichannel” retail continues turning into everyday retailing that consumers consider part of the normal shopping experience.