L.L.Bean’s Customer Engagement Is About to Go Next-Gen

Jamie Grill-Goodman
Editor in Chief
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L.L.Bean, which operates across catalogs, e-commerce and stores, is on a transformational journey to unify and modernize its retail technology foundation. To achieve that goal, L.L.Bean has selected Aptos ONE as its long-term microservices-based SaaS platform, and will deploy Aptos' integrated point of sale (POS) and order management solutions to connect its channels and touchpoints, enabling a seamless experience no matter where, when or how customers interact with the L.L.Bean brand.

"Customer satisfaction is the top priority in every decision we make at L.L.Bean," said JJ Rouhana, CIO, L.L.Bean. "It's not enough to have retail systems that meet current customer demand; retailers require a technology platform that can anticipate and adapt to future requirements.

"Based on Aptos' leadership in customer engagement solutions, modern architecture and impressive track record of customer success, L.L.Bean felt confident that Aptos technology is the best fit for our business today, and for the future. With Aptos solutions, L.L.Bean will continue to lead from the front in customer service and omnichannel retail excellence."

With the new POS solution, L.L.Bean will benefit from an enterprise view of customers, inventory and orders, which will empower associates with the information they need to serve customers more effectively and increase sales. In addition, with the Aptos ONE Store Commerce mobile selling application, L.L.Bean associates can engage shoppers well beyond the cash wrap, including throughout the store and during pop-up events.

Adding to its omnichannel focus, L.L.Bean stores will deploy Aptos Enterprise Order Management to further strengthen its commitment toward outstanding customer service. The move will allow L.L.Bean will fulfill customer orders using its entire network of stores and distribution centers, resulting in the ability to meet customers' needs at a much faster pace. By maximizing its inventory efficiency, L.L.Bean can increase profitability while offering its customers expanded fulfillment options.