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How One Global Jewelry Brand Optimized for Omnichannel Fulfillment
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For close to 40 years, one global jewelry designer, manufacturer and marketer has grown to become a trusted brand known for high-quality, yet affordable merchandise. With shoppers in 100+ countries across the globe, the retailer wanted to ensure they were delivering a consistent customer experience no matter how –or where –shoppers interacted with them.

To accelerate innovation and become a true omnichannel organization, they partnered with Publicis Sapient to transform their order management system, reducing inventory friction and creating cross-channel shopping experiences with the customer at heart.

Client

Global Jewelry Brand

Services
Strategy & Consulting
Customer Experience & Design
Technology & Engineering
Enterprise Platforms
Industry
Retail

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“The Publicis Sapient team spent very long hours working across multiple time zones with various moving parts. We really dug deep for this one and the execution was second to none. Looking forward to continuing our journey together and building on our already strong partnership.”

Solutions Manager , Supply Chain & Finance Solutions, Global IT Jewelry Retailer

The Imperative for Change

In 2018, the jewelry retailer partnered with Publicis Sapient to better understand their business and the challenges they faced across APAC markets. Publicis Sapient quickly identified core issues with their existing Order Management System (OMS) and teamed up with IBM to dive deeper.

Through a series of workshops, Publicis Sapient and IBM uncovered pain points like multiple manual processes, limited inventory reconciliation and outdated customer service tools that negatively impacted shopping experiences. A new OMS solution was needed to resolve these issues and help the retailer kick off their omnichannel journey.

 

The Transformative Solution

Working closely with IBM, Publicis Sapient migrated operations to IBM Sterling Order Management on Cloud transforming the retailer’s e-commerce ecosystem. Initial rollout of the solution focused on Australia and New Zealand –target markets within the APAC region.

With this strategy in place, the retailer was able to launch consolidated e-commerce fulfillment and overcome operational hurdles. Innovations included improved Ship-to-Home services (powered by IBM Sterling) elevated support with Call Centre tasks via IBM Sterling Call Centre (COM), real-time inventory visibility, and return/refund process optimization.

The Business Impact

Following 12 months of careful planning, logistics is fully operational, with early results providing immediate impact within the Australia and New Zealand markets. Greater inventory visibility across channels, optimized processes and stronger relationships with DHL partners enabled by IBM Sterling allowed the retailer to introduce new e-commerce services, including Click-and-Collect, Store Fulfillment and improved tools to support shoppers with post-purchase inquiries and returns.

With a new platform in place, the jewelry retailer has opportunity to scale their transformation and introduce these services into new markets –continuing their mission to provide enjoyable omnichannel experiences for all their customers.

5,000
active pick slots
24
packing stations
Route optimization & Full-batch picking
Tyler Munoz
Tyler Munoz
Senior Client Partner, ASEAN

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