Key highlights
1.8M+ orders
Supported peak-season fulfillment volumes with over 1.8 million units shipped in a single day.
100% SLA adherence
Maintained operational stability through consistent delivery against service levels and KPIs.
25% support efficiency gain
Reduced support FTE requirements through process optimization and operational improvements.
$7M annual savings
Improved pick, pack, and routing processes to drive significant operational savings.
98% faster allocation
Reduced allocation processing time from 10 hours to just 10 minutes.
Summary
One of the largest department store retailers in the US partnered with Zensar to provide 24x7 Manhattan WMS managed services and drive continuous warehouse transformation initiatives. Beyond supporting mission-critical operations across a large retail network, Zensar modernized warehouse applications, enabled goods-to-person automation, accelerated release cycles, and optimized fulfillment operations, delivering measurable business value and operational resilience.
Client overview
Supporting one of the largest department store retailers through Manhattan WMS managed services and warehouse transformation
The client is one of the largest department store chains in the US, operating more than 600 stores and over 10 distribution centers. The organization supports high-volume fulfillment operations, processing more than 1.8 million units in a single day during peak holiday periods. As a long-term strategic partner for over 16 years, Zensar has supported the client's evolving warehouse ecosystem by modernizing warehouse operations, improving operational efficiency, and enabling supply chain transformation initiatives.
Zensar’s Brief - Steps taken by Zensar
Delivered Level 1 and Level 2 Manhattan WMS support within a 24x7 operating model.
Managed incidents, service requests, break-fix activities, and critical production issues.
Supported peak-season readiness through extensive validation and testing.
Modernized warehouse applications supporting inbound, outbound, inventory, and shipping operations.
Enabled warehouse automation initiatives, including goods-to-person capabilities.
Fostered collaboration between support and development teams to accelerate innovation.
Beyond the Brief - How it helped the client
Ensured uninterrupted warehouse operations during critical peak fulfillment periods.
Improved warehouse responsiveness through process optimization and automation.
Accelerated release and feature deployment cycles.
Enhanced operational readiness through structured governance and process frameworks.
Delivered measurable cost savings, productivity improvements, and operational scalability.
Challenges
Managing a complex Manhattan ecosystem while supporting large-scale retail fulfillment operations
The client operated a highly complex warehouse environment comprising Manhattan inbound and outbound applications, custom-built microservices, legacy enterprise technologies, material handling equipment integrations, and a hybrid cloud infrastructure. Supporting peak-season order volumes while maintaining service levels required a robust managed services framework to ensure operational stability, rapid issue resolution, continuous improvement, and transformation-led modernization throughout warehouse operations.
Solution
Combining Manhattan managed services with continuous warehouse modernization and automation initiatives
Zensar delivered comprehensive Manhattan WMS managed services across warehouse operations and extended support beyond traditional AMS boundaries. The engagement included incident management, service request fulfillment, critical issue resolution, operational improvements, modernization of warehouse applications, automation enablement, release acceleration, and peak-season support. Zensar also supported warehouse execution transformation initiatives by enabling goods-to-person automation and aligning support and development teams to drive continuous innovation.
Manhattan Managed Services
Provided 24x7 operational support across inbound, outbound, inventory, and fulfillment processes.
Incident and problem management
Delivered proactive issue resolution, service management, and critical incident response.
Warehouse modernization
Supported modernization of warehouse applications and process improvements across fulfillment operations.
Automation enablement
Enabled warehouse transformation initiatives including goods-to-person automation and operational efficiencies.
To learn more about Zensar’s Manhattan WMS capabilities, click here.
Business outcome
This engagement demonstrates Zensar’s evolution from a managed services provider to a strategic transformation partner, combining deep Manhattan WMS expertise, 24x7 support, warehouse modernization, automation enablement, and continuous improvement initiatives. By helping one of the largest department-store retailers strengthen operational resilience and optimize fulfillment operations, Zensar delivered operational stability during peak periods, significant cost savings, faster release cycles, enhanced automation capabilities, and improved warehouse performance. The program transformed managed services into a strategic enabler of supply chain modernization, accelerating innovation, driving measurable business value, and supporting long-term business growth.