Case Study

A new order management system to boost online sales

With the support of Reply, the Oniverse Group has redesigned the management of online orders, to improve the customer experience on its e-commerce.

#Digital Transformation
#Omnichannel customer journey


The challenge

Improve the performance of the order management system and make the e-commerce channel more efficient for all the Group's brands.


A new OMS to optimise e-commerce

The Oniverse Group, a leading Italian company in the fashion retail sector with a presence in 56 countries, has initiated an evolution of its order management system. This change aims to optimise the management of orders from the e-commerce channel, enhancing flexibility and scalability in an increasingly competitive market.  The transformation has upgraded the traditional system to a sophisticated Order Manager based on Salesforce (SOM) and created a highly performing and flexible environment, ensuring reliability and business continuity to effectively manage traffic peaks in the e-commerce channel , thus improving the overall customer experience


The solution

High performance and better customer experience

The new OMS solution was designed and built with the support of Reply, according to a microservices paradigm managed on the AWS cloud. This approach, which combines application excellence and infrastructure effectiveness, has made it possible to guarantee the required operational flexibility and complete coverage of the core order management processes.

The introduction of the Salesforce solution has made it possible to improve the omnichannel shopping experience, making it easier and more direct for consumers. In detail, the simplified return system has enabled the return of products purchased online or in a physical store, at any store.

A sophisticated omnichannel inventory system guarantees the availability of items in real time through all channels (astore, central warehouse, dislocated warehouse), enabling processes such as the “Buy-Online-Pickup-in-Store” (BOPIS) and the “Ship From Store”, which optimizes logistics by shipping products directly from the points of sale. The new functionalities of the OMS system have thus allowed Oniverse to make processes more efficient, reducing order delivery times and return management, increasing sales and responding more effectively to customer needs with a more fluid customer journey at all touch points.


Integration and innovation

Gruppo Oniverse


The Oniverse Group is a lively and multifaceted organisation with more than thirty years of activity that has seen constant and solid growth in terms of revenue and expansion; the creation of successful products and brands; the affirmation of an international presence in fashion retail and involvement in a growing number of sectors. The Oniverse Group internally manages the entire life cycle of a product, from creation and production to worldwide distribution. The collections are sold exclusively in over 5,000 single-brand stores, either owned directly or franchised, under the brands Calzedonia, Intimissimi, Intimissimi Uomo, Tezenis, Falconeri, Signorvino, Atelier Emè, and Marras. These stores are located in prime locations in more than 55 countries around the world. The Oniverse retail network is in a phase of rapid expansion and consolidation in the heart of Europe, with the objective of commercial growth in the Far East and the United States and an ever-attentive look at new challenges in markets with interesting potential.