Manhattan Associates updates platforms for retail efficiency

Manhattan Associates has announced updates to its platforms, Manhattan Active Omni and Manhattan Active Supply Chain, aimed at improving customer experience and streamlining operations for retailers.

The recent enhancements to Manhattan Active Maven focus on speeding up the resolution of customer issues with the aid of advanced chatbot capabilities. "Retailers can now resolve issues like damaged, mis-shipped, or lost items faster than ever, handle price match inquiries and pickup questions with ease, and customise chatbot permissions while tracking usage in a simple dashboard," said Raghav Sibal, Managing Director for Australia & New Zealand at Manhattan Associates. "These enhancements make customer support more seamless, improving satisfaction while easing the workload on service teams."

Furthermore, Manhattan Active Omni has improved its Digital Self-Service functions. Customers can now manage their orders and returns more independently, with features that allow updates to shipping addresses and methods directly within the platform. The updates also include simplified return management through policies coded for easy action, and automatic recalculations of refunds to maintain transparency and accuracy in transactions.

These developments aim to reduce common friction points, enabling customers to address issues on their own while maintaining a consistent and satisfactory experience.

In addition to these significant enhancements, a variety of updates have been implemented across several sectors, including Point of Sale, Order Management, Customer Service & Engagement, and Store Inventory & Fulfillment. These updates include better delivery date estimates, improved tools for store associates, advanced carrier selection, and expanded RFID capabilities, equipping retailers with a comprehensive array of solutions to meet various operational demands.

"With the release, we continue to prioritise innovative solutions that meet the evolving demands of today's digital-first retail environment," explained Sibal. "Our updates to Manhattan Active Maven and Digital Self-Service are designed to deliver faster resolutions, greater control, and exceptional customer satisfaction."

The enhancements in Manhattan Active Omni are particularly targeted toward aiding retailers to meet increasing consumer expectations and excel in a competitive market landscape. These updates are crafted to support retailers in succeeding by providing necessary tools to tackle challenges brought forth by modern retail environments.