Pandora Boosts Online Sales with IBM Sterling Order Management
June 23, 2021
has worked with Pandora, a designer, manufacturer and marketer of hand-finished
jewelry, to help Pandora transform and scale its global omnichannel e-commerce
capabilities with IBM Sterling Order Management. Pandora, one of the world's
largest jewelry brands, was able to double its online sales in 2020 and is now
leading the jewelry industry with improved real-time inventory visibility to
better manage growing demand.
Pandora's focus on innovating new customer experiences included using IBM
Sterling Order Management to help to increase the company's supply chain
resiliency and business agility, and better mitigate disruptions and risk. By
automating more of their order orchestration across channels, they also have
opportunity to improve the sustainability and resiliency of their supply chain
operations with more efficient delivery.
"Over the past couple of years, Pandora has made significant investments in
digital capabilities and data, and we have consolidated, simplified and
modernized the technology stack to bring digital and store technology closer
together and closer to the customer," said Jim Cruickshank, VP of Digital
Development & Retail Technology, Pandora. "Our mission is about creating a
personal experience and we've instituted massive platform changes with IBM
Sterling and Salesforce to enable new digital-first capabilities that are much
more individualized, localized and connected across channels and markets."
Pandora's entry into e-commerce over the last six years most recently led them
to consolidate legacy technologies while deploying the new order management
solution across its key markets. Using IBM Sterling Order Management as its
backend for omnichannel fulfillment and Salesforce Commerce Cloud for
e-commerce, Pandora created a seamless shopping experience across channels. By
automating order orchestration processes, store associates and virtual customer
service representatives are able to have an end-to-end view across inventory,
order and delivery status to help meet consumer expectations.
To support this ambitious objective, Pandora established a Digital Hub in
Copenhagen, Denmark, with dedicated digital, data and tech teams that have
played a vital role in the solution's quick deployment entirely remotely. As the
pandemic forced Pandora to temporarily close most of its 2,700 stores, the
digital investments in supply chain efficiency helped fuel the company's
e-commerce success. In addition to some of the go-to fulfillment options many
retailers offered such as buy online pickup in store (BOPIS) and endless aisle,
Pandora also introduced more innovative approaches such as virtual queuing for
stores and AR-based virtual trials of products to help drive more immersive
global disruption every industry experienced as all forms of commerce were
severely impacted by the pandemic was especially challenging for organizations
with disconnected distributed order management systems and limited scalability,"
said Jordan Speer, Research Manager – Global Supply Chain, IDC Retail Insights.
"This vulnerability created a push to more quickly advance technology adoption
that helps retailers better respond to fluctuating consumer dynamics. To meet
this changing demand, enterprises are looking to harness new tools to achieve
increased levels of supply chain resilience and efficiency while also allowing
for more virtual interactions."
Pandora's detailed view on order and order lines as well as near real-time
inventory management helped to improve insights throughout their systems chain
spanning warehouse management solutions, e-commerce and customer contact center.
This was further enabled with increased automation from self-service
capabilities and the use of chatbots aiding customer support functions as
Pandora experienced a massive increase in order volumes.
"The lifeblood of the global economy, consumer behavior, has significantly
shifted and will continue to evolve with businesses needing to quickly adapt to
new preferences and needs. To address this shift, leading retailers like Pandora
rely on innovation to increase their business agility by enabling and scaling
sustainable supply chain operations using AI and cloud," said Kareem Yusuf,
General Manager, AI Applications and Blockchain, IBM. "Pandora's experience
shows that they can stay competitive as business and technology leaders are
finding new ways to create differentiated customer experiences that protect
their enterprises from disruptions to help mitigate risk and accelerate growth."