The Danish jewelry brand Pandora is one of the largest by volume in the industry and when it had to renovate its ecommerce style and capabilities it plugged in its online store to Salesforce Commerce Cloud (SFCC), in which it elevates the customer’s digital experience.
Throughout the whole of last year, Pandora doubled their ecommerce sales and is now at the forefront of providing real-time inventory visibility. And with SFCC they are better able to scale its global operations.
In addition to Salesforce Commerce Cloud, Pandora also plugged in IBM Sterling Order Management to help strengthen its supply chain resiliency and agility. In automating chunks of their order management they also have the ability to build a more sustainable supply chain operation.
“Over the past couple of years, Pandora has made significant investments in digital capabilities and data,” said Jim Cruickshank, Pandora’s VP of digital development and retail technology. “We have consolidated, simplified and modernized the technology stack to bring digital and store technology closer together and closer to the customer.
“Our mission is about creating a personal experience and we’ve instituted massive platform changes with IBM Sterling and Salesforce Commerce Cloud to enable new digital-first capabilities that are much more individualized, localized and connected across channels and markets.”
Pandora only entered the ecommerce environment around 6 years ago and had to quickly consolidate its legacy technologies while at the same time laying out its new order management solutions across its more important markets.
In using IBM Sterling Order Management for the back-end to deal with omnichannel fulfillment and Salesforce Commerce Cloud for its ecommerce capabilities, Pandora was able to offer a smooth and seamless digital experience for its customers.
To carry this out, they opened up a digital hub in Copenhagen for dedicated teams in digital, data, and tech to be at the forefront of building digital solutions. It was also pandemic-proof in that the teams could carry on their work 100% remotely.
So while Pandora shuttered its doors due to the pandemic, its digital infrastructure remained resilient and helped to strengthen its ecommerce success.
It introduced – like many if not most online stores – broader delivery options such as buy online pickup in-store and curbside delivery. But it didn’t stop there because they leveraged their tech and built more innovative features such as virtual queuing and augmented reality trials of products in order to drive more immersive customer experiences digitally.
“The 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 at 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.”
With greater insight into orders and better control over real-time inventory management, Pandora boosted their view of their systems chain, stretching from the warehouse to its ecommerce platform and customer contact center. Working across these points they deepened automation by implementing chatbots to help customers answer inquiries and fulfil online orders, which in turn drove upwards 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,” said Kareem Yusuf, GM of AI applications at IBM.
“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. 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.”