Zappos, online shoe emporium extraordinaire, has been expanding its line of merchandise in recent years--offering clothes, watches and other jewelry, and even house wares. For the consumer, the shift has appeared effortless--just more categories to explore on the web site. Behind the scenes, though, Zappos had to realign its warehouse operations to accommodate the new items. Specifically, the sophisticated automated conveyor-based technology that routed the shoe purchases so well didn't work so well for anything else.
Source: CRM Buyer
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