Process Analysis

 

The DSW inventory system operates through Shoephoria. Shoephoria works for DSW in two ways;  recognized in relation to the customer service center  where and individual is greeted with “Our Shoephoria! Center Representatives are delighted to assist you and are available Monday-Friday 9:00 a.m.-10:00 p.m., Saturday 10:00 a.m.-10:00 p.m. and Sunday 12:00 p.m.-9:00 p.m.Eastern Time”, via Contact Us on the bottom of the DSW homepage. The second aspect that Shoephoria works for DSW is through the utilization of an automated self-service system that runs twenty-four hours, seven days a week. This is used when finding store hours, store locations, and the status of an online order. 

     Shoephoria can be contacted in many ways, but what exactly does it offer? Well one of the reasons mentioned earlier is being able to check on an order placed by a customer. As long as a customer is within a Reward Member category he or she can look into recent purchases, past purchases, and the ability to check on rewards points that may be eligible to go towards the consumer's next purchase.  All in all Shoephoria answers and responds to any questions, comments, or concerns for a customer.

 

     Mentioned earlier, Shoephoria is desinged to assist the customer, in the past couple of years DSW took Shoephoria to the next level.  The company implemented the Shoephoria system to every DSW store giving sales associates the ability to provide enhanced customer service from being able to look uppast purchase receipts, immediately accounting for a customer's reward points, and the ability to place an order to arrive directly to the customer's doorstep.   

      The Shoephoria offers real time inventory accountability allowing the customer to find out at a moments notice if a particular shoe design is in or out of stock. If a customer is able to find what they are looking for they proceed to place and order, the inventory of the shoe is updated instantly upon purchase. The system is a big help with its ability to provide real time inventory counts, it allows for stores to know what shoes need to be ordered and the system performes this automatically with various order points. 

     Shoephoria is desinged with the customer in mind.  In the past couple of years DSW took Shoephoria to the next level; implementing the system within all DSW stores giving sales associates the ability to provide enhanced customer service.   Enhancements such as the capability to look up past purchase receipts, immediate accountability for a Reward Member's reward points, and the ability to place an order to arrive directly to the customer's doorstep. 

     An example of the direct to doorstep approach entails a customer in search for a size six shoe, but our brick and mortar location currently holds just a size seven and eight.  The customer then asks an associate on the floor for a possible request for the desired size six and with the capabilities provided by Shoephoria the associate logs into Shoephoria and places an order for the shoe in demand.  The associate does not place the order for their location, but is directed for delivery to the customer's home. The system, at the same time the customer's order is placed will automate itself to recheck the store's inventory of that shoe, noting no size sixes are available and places an order for the Watchung location. Therefore within the next week it will be part of our replenishment in the truck. The customer is not waiting for the replenishment shipment to arrive at the store, but the convenience of meeting the customer's needs are met at their doorstep and inventory management performs as it should.

         

     In conclusion, Shoephoria is the ultimate customer service, inventory tracker for DSW that provides the customer service and shoe lover needs.