T2 enhances customer experience with order management platform


Friday, 10 September, 2021

T2 enhances customer experience with order management platform

Tea retailer T2 Tea, in collaboration with eCommerce and digital consulting specialists Amblique, has selected Fluent Order Management, the distributed Order Management System (OMS) from Fluent Commerce, to enhance in-store and online customer experience. The new platform will be rolled out in phases, starting with Australia, in time for the Christmas retail rush. Working with Amblique, Fluent Commerce will enhance the in-store and online experience for T2 customers by providing real-time product availability from the T2 retail store network in each country and optimising delivery times for online orders. T2 will be able to reduce lead time from order placement to delivery and provide an expected delivery day for its customers.

Phase one will enable the ‘Ship from Store’ capability for selected Australian stores. A second phase will extend this same offering across T2 Tea’s stores in New Zealand, the UK and the United States, while incorporating the existing Click & Collect solution into the Fluent Commerce platform across all stores. Due to the COVID-19 pandemic, online sales of T2 Teas have increased, so this investment supports the digital experience and offering for customers so they can enjoy the T2 experience at home.

Todd Foster, Global Director of Retail and E-Commerce at T2 Tea, said the company strives to deliver the best customer experience at a global scale, and in order to achieve this, it needed an order management system that would deliver and enhance the experience for customers in several ways. “This includes faster and more efficient shipping and an integrated real-time view of our online and instore stock and activity. I believe that the Fluent Commerce-Amblique partnership will help us deliver on our promise to our customers and lead to many efficiencies, which were not previously within our reach,” Foster said.

For T2 Tea, the new system will reduce the cost of delivery and increase efficiency by moving away from a single warehouse dispatch model. Instead, T2 will use Fluent Commerce Distributed Order Management System to create a ship-from-store capability — matching stock and stores with customer location. Graham Jackson, CEO of Fluent Commerce, forecasts that the company’s partnership with Amblique will deliver business-changing outcomes for T2 Tea.

“Retailers have faced so many challenges during this global pandemic, so it’s good to see T2 Tea planning for the future and investing in systems that will help them respond much more quickly to changing circumstances and give them the flexibility they need, whilst improving the experience they provide to their loyal customers,” Jackson said.

Image credit: ©stock.adobe.com/au/Tyler Olson

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