Home Depot Spiffs Up CRM And Supply Chain - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Home Depot Spiffs Up CRM And Supply Chain

Real-time data transmission and information access expected to speed distribution.

Home Depot Inc. is doing a little home-improvement project of its own this summer. It's shoring up its IT house with supply-chain and customer-relationship-management products.

The world's largest home-improvement company last week said that it has signed an enterprise license agreement to use CommerceQuest Inc.'s EnableNet Data Integrator and IBM MQ Series middleware to replace its homegrown supply-chain systems. It's also buying Avaya Inc.'s Interaction Management for multichannel CRM.

Previously, sales-transaction data flowed into a central database, while product updates and prices flowed out to the stores in batches each night. The new supply-chain system will facilitate the transmission of two-way data in real time and expand access to the information for store managers, as well as supply-chain and business partners. Employees and suppliers will know where items are and who can get them while the customer is in the store, on the phone, or at the Web site, says IT director Charlie Weston, who adds that he plans to develop "many subsets of applications."

Home Depot will use Avaya's Interaction Management multichannel CRM system to anchor a new customer-service strategy to divert customer calls from local stores to centralized regional call centers. The first center, scheduled to open in September and big enough to accommodate 1,000 agents, will handle calls for all stores in the South. Avaya software will link the call-center agents with store-based databases that include information on everything from delivery and installation schedules to tool rentals, promotional events, and details on 1 million products in 1,220 stores.

With one of the highest sales volumes in the world, Home Depot stores are visited by 30,000 customers each week; the company projects growth of 20% a year. Using IBM's DB2 and Informix database systems, Home Depot is trying to integrate standard software with homegrown applications, make its supply chain more efficient, and provide information to people using different devices, Weston says. "We're preparing ourselves for all these integration challenges."

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
State of the Cloud
State of the Cloud
Cloud has drastically changed how IT organizations consume and deploy services in the digital age. This research report will delve into public, private and hybrid cloud adoption trends, with a special focus on infrastructure as a service and its role in the enterprise. Find out the challenges organizations are experiencing, and the technologies and strategies they are using to manage and mitigate those challenges today.
Reflections on Tech in 2019
James M. Connolly, Editorial Director, InformationWeek and Network Computing,  12/9/2019
What Digital Transformation Is (And Isn't)
Cynthia Harvey, Freelance Journalist, InformationWeek,  12/4/2019
Watch Out for New Barriers to Faster Software Development
Lisa Morgan, Freelance Writer,  12/3/2019
Register for InformationWeek Newsletters
Current Issue
The Cloud Gets Ready for the 20's
This IT Trend Report explores how cloud computing is being shaped for the next phase in its maturation. It will help enterprise IT decision makers and business leaders understand some of the key trends reflected emerging cloud concepts and technologies, and in enterprise cloud usage patterns. Get it today!
White Papers
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll