99%

Faster order processing

Two hours down to under one minute.

231M

Inventory updates a month

Real-time, across the estate.

135M

Delivery promises a month

Served live, without cached data.

24

Fulfillment options at once

Returned in under 300ms on the listing page.

MediaWorld is part of MediaMarktSaturn Retail Group, the European leader in consumer electronics with over 1000 stores operating in 11 countries. In Italy, MediaWorld runs 135 stores across four formats, with 5000 employees and award-winning e-commerce. “Our mission is to enrich people’s lives by pioneering a new category of retail, experience electronics, where technology meets innovation to create unforgettable experiences,” said Igor Castellini, CIO of MediaWorld.

## The challenge: current technology was not in line with the strategy

MediaWorld puts the customer first with every decision. The MediaWorld technology team is dedicated to “supporting the business in fitting the needs of our current and future customers, ensuring that MediaWorld’s information and technology stack is cutting-edge, accessible, secure and creates the best possible customer experience,” said Igor. And their current technology was not in line with their strategy. After a number of challenges including a false start with a legacy OMS, MediaWorld needed change. As they grew, so did their challenges. These included:

- Canceled orders due to unavailable stock
- Missing products
- Slow order preparation
- Inaccurate stock availability and delivery estimates

This meant a less than ideal customer experience, which in turn hurts customer retention. With their high growth it was time to switch up their tech to keep up.

> “We needed a robust solution, with comprehensive features, to handle complex product-service consumer electronics orders across multiple channels, whether online, via app, customer service or in-store.”
> 
> Igor Castellini
> CIO, MediaWorld

## The solution: cloud-native, composable, and fast enough for the listing page

A cloud-native, truly SaaS, composable architecture was needed. One that could keep up with rapid growth and never miss on performance. Enter, Fluent Order Management. “We selected Fluent Order Management for its scalability, flexibility, and seamless integration with our existing infrastructure,” stated Igor. That combined with meeting their use case needs like:

- Ship from store
- Click and Collect, including 30 minute pick-up
- Pre-order
- Soft reservation
- Store activities

And most importantly, real-time inventory availability and pick-up options on not only the Product Details Page, but the Product Listings Page as well. Performance was everything for this.

> “We needed our new Order Management System to display real-time delivery and pickup options on the PLP page, including live availability checks for 12 products. Fluent Order Management accomplishes this in under 500 milliseconds without using cached data, offering 24 live fulfillment options at once. This gives us the ability to provide customers with accurate fulfillment details earlier in their shopping journey, a significant edge over competing solutions.”
> 
> Igor Castellini
> CIO, MediaWorld

In a bake-off against the competition during the evaluation, Fluent Order Management was the only solution that could meet this strict requirement.

“Our ambition was to take the customer experience to the next level by reducing delivery time and providing more flexible fulfillment options. For example click and collect, ship from store, same day delivery,” said Igor. The platform was deployed before peak season, with every aspect from selection to PLP and PDP delivery calculation performance tests planned for flawless execution.

## Results

~0%  
Customer canceled order rate.

5%  
Business canceled order rate, what they refer to as rejection rate.

97%  
On Time In Full rate for 30-minute pick-up orders.

2.94  
Days from order to delivery.

Record  
Net Promoter Score hit a company record.

50%  
Of total orders are now Click and Collect.

20%  
Of Click and Collect orders choose 30-minute pickup, up from zero.

10%  
Of total orders are 30-minute pickup in store.

> “The project was an extraordinary success thanks to the great support from all the teams involved.”

Igor Castellini  
Chief Information Officer, MediaWorld

## Extended to fit MediaWorld, not the other way around

The MediaWorld technology team has taken the flexibility and extensibility of Fluent Order Management and molded it to meet their unique needs. Two examples.

### Warranties and add-ons on a pickup order

A custom user action opens a new window that surfaces warranty offers and product recommendations based on the items in the original order. The new order is linked back to the original so sales uplift can be tracked, and the store gets credit for the add-on sale.

### Bulk safety stock buffers for threshold management

Buffers are applied by category rather than by SKU: product categories such as phones or TVs, plus general categories like Hot Item 10, 15 and 20. An iPhone sits in the phone category with a buffer of two, then joins Hot Item 10 during a launch or peak period for another ten.

For more information on how Fluent Order Management can improve your distribution operations, schedule a demo today.