Pandora overhauled its global supply chain in partnership with IBM amid a boom in online sales for its hand-finished jewelry.
The company has achieved international success by offering customizable charm bracelets and other personalized jewelry through its chain of brick and mortar retail destinations. But in 2020, as the COVID-19 outbreak forced physical stores to close, Pandora stepped up its omnichannel operations and doubled its online sales.
The focus on the customer experience included deploying IBM’s Sterling Order Management, increasing supply chain resiliency, and protecting against disruption throughout the global value chain.
Pandora uses IBM Sterling Order Management as the backbone of its omnichannel execution, with Salesforce Commerce Cloud powering its ecommerce. Greater automation across its channels has strengthened the jeweler’s sustainability benchmarks, IBM said, streamlining processes for more efficient delivery. It also gave in-store staff and virtual customer service representatives superior end-to-end visibility to better meet consumer needs.
Jim Cruickshank, vice president of digital development and retail technology, Pandora, said the digital transformation journey has brought âdigital and shopping technology closer to the customer,â highlighting how the journey of the customer remains important, even during unprecedented disruptions.
“Our mission is to create a personal experience and we have implemented massive platform changes with IBM Sterling and Salesforce to enable new digital capabilities that are much more individualized, localized and connected across channels and markets.” , he added.
Pandora’s pivot to digital
The pandemic has forced the doors of most of Pandora’s 2,700 outlets to close. To stay competitive, he turned to online retailing. Virtual queue for stores and virtual product trials via augmented reality (AR) technology has somehow emulated the in-store experience and retail theater that is the hallmark of the brand. . Meanwhile, digital investments in supply chain efficiency were key to meeting consumer demand.
âConsumer behavior has changed dramatically and will continue to evolve as businesses must adapt quickly to new preferences and needs,â said Kareem Yusuf, Managing Director, AI Applications and Blockchain, IBM. âTo address this change, leading retailers like Pandora are leveraging innovation to increase their business agility by enabling and evolving sustainable supply chain operations using AI and the cloud. .
Yusuf said Pandora’s success is indicative of how to stay competitive by “finding new ways to create differentiated customer experiences that protect their businesses from disruption to mitigate risk and accelerate growth.”