J.C. Penney Revamps Its Fulfillment Operation (672 words)

JCP Logistics is the entity now managing the fulfillment of all J.C. Penney's holdings. In 1999, it began using Smith-Gardner's WebOrder and MACS systems to apply a single order system to its multiple retail operations. Armed with more than 4,500 CSRs and 14 call centers, one of which is Web-enabled to handle e-mail and Web chat, it was off to a good start on the order taking end. Fulfillment was a whole other issue.