Beyond the plateau
Pushing the growth curve with BFS
Our customer
One of BFS Baur Fulfillment Solutions' long-time customers is s.Oliver – a dynamic, growing and internationally known fashion and lifestyle company. Using its subsidiary brands, 'LIEBESKIND Berlin' and 'comma', it applies smart brand management to reach its target groups with the right fashion and accessory products. The international multi-channel business has brick-and-mortar presences and, since 2004, also an online presence.
The challenge
The s.Oliver Group was already in a strong growth phase with its online business in 2009. The company was facing the challenge of how to map this growth: serving customers, professionalizing the online business, managing increasing volumes, and driving growth further. This included international expansion to open up new potential. But it had barriers, both in terms of capacities and know-how. s.Oliver urgently needed a solution provider who could map these growth plans and offer the desired scalability, process expertise and online merchandise experience.
- Ansgar Weber from s.OliverOur partner BFS decisively contributed to our successful development. We will continue to develop our services in collaboration to ensure we continue to meet the growing customer and market needs.
Our solutions and added value
BFS Baur Fulfillment Solutions has been supporting the growth at s.Oliver, comma and LIEBESKIND Berlin since 2009 with an integrated fulfillment solution from a single source comprising logistics, customer service, payment management and IT. Customized processes and solutions were established to cover the brand-specific particularities and retail customer requirements throughout the customer journey.
In addition to just processing, BFS continues to develop the services with s.Oliver and thus creates added value which raises the shopping experience for the fashion and lifestyle company. For example, gift card options and a customer classification were introduced. BFS Baur Fulfillment Solutions also ensures integrated development of the online business by establishing national and international channels, such as marketplaces.
As part of the internationalization process, it implemented a multi-country shop as well as numerous country-specific online presences, and it took over handling of the various service processes. The country-specific retail customer needs were also taken into account in order to create engaging retail customer touchpoints along the customer journey on an international level as well: Not only is the telephone and written customer service handled in the language of the customer's country, the BFS Baur Fulfillment Solutions customer service also acts as a brand ambassador for s.Oliver. One of the particular features here is that all solutions are specifically adapted to each brand. In the end, it is enthusiastic customers that count.
The basis: The entire service offer is possible through highly integrable and scalable IT landscapes and the know-how and process expertise of the professional BFS employees in all areas. In order to be able to secure this for the future as well, both partners are constantly working as equals. Always in view: meeting the constantly growing customer and market needs – or even surpassing them. Since its partnership with BFS, our client can concentrate fully on its core business and ensure high service quality and flexibility for all of its brands. So far, shoppers are proving that the result of the collaboration is well accepted. And, they don't hesitate to share their opinions: s.Oliver is regularly awarded top ratings in consumer tests and surveys.
