Success Story: Internet Retailer Supports Fast Growth And Exceptional Customer Service With The HighJump Warehouse Management System

Overstock.com, Inc. is a leading online retailer offering brand-name merchandise at discount prices. The company offers its customers an opportunity to shop for bargains conveniently, while offering its suppliers an alternative inventory distribution channel. Company departments include home furnishings, jewelry, electronics, apparel, sporting goods, and furniture.

In addition to providing high quality products, the online retailer is deeply committed to customer service. In fact, Overstock.com has received industry awards recognizing it as a customer service leader. In 2008, Overstock.com was rated second among all U.S. retailers in the NRF Foundation/American Express Customer Service Survey. In addition, the company was named as the winner of the Gartner & 1to1 User's Choice Award for exemplary customer relationship strategy as well as the winner of the first place Gold Medal award in the field of Customer Service Optimization. The company considers its HighJump Software-powered supply chain an integral component of the high quality service it delivers to its customers.

With customer demand increasing at a rapid pace, Overstock.com management recognized that order-fulfillment capabilities needed to be expanded and updated to maintain the company's excellent reputation for customer service. Overstock.com customers simply point, click and send their orders instantly via the Internet. However, while the shopping experience was a seamless, paperless transaction, the order-fulfillment process was literally a low-tech "paper chase" for Overstock.com's warehouse personnel.