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How Pandora rebuilt commerce to grow across channels.
Pandora rebuilt its digital commerce, order management and customer service foundation, helping the business find a new path to growth.
faster page loads and query responses
increase in share price
solutions implemented across 12 markets in six months
Faced with increasing online competition, Pandora’s aging technology and fragmented e-commerce presence across the globe hindered growth. They sought to turbocharge e-commerce and deliver a holistic, omnichannel customer experience.
Pandora partnered with Publicis Sapient to rebuild their digital foundation behind commerce, orders and customer services in order to transform their technology and operations. We helped them remove internal silos between marketing, commercial operations and technology, empowering them to move with more speed and agility so that they could continue to shift toward new digital ways of connecting customers to products.
Pandora’s digital business was fragmented. The company relied on dated e-commerce technology, lacked a consistent omnichannel presence and had limited in-house digital, engineering and data capabilities. Customer service, logistics and technology often relied on third parties, and Pandora didn’t even control its own e-commerce sites in some markets. These gaps made it difficult for the organization to know and understand its customers, answer basic order questions and introduce new services. Pandora needed more control of its technology and data to get growth back on track.
Pandora launched Programme NOW to rebuild how the business served customers across digital and physical channels. Publicis Sapient became a key global partner, alongside Salesforce, IBM and Teleperformance.
The program tackled four connected ideas. Pandora built a global digital hub in Copenhagen to bring digital development, analytics, operations, e-commerce and marketing technology closer together. It consolidated and standardized previously fragmented e-commerce storefronts. It brought digital order management in-house to gain greater visibility into inventory. And it implemented Salesforce Service Cloud to bring customer data, queries and history into one place.
With Publicis Sapient’s support, Pandora added automated call handling and AI-driven service bots to handle a large number of customer queries. The new order management foundation also support click-and-collect, store-based fulfillment and better tools for answering delivery questions.
Programme NOW helped Pandora return to a sustainable growth path. The company’s share price increased 135 percent.
The changes also produced measurable improvements in how Pandora served customers and ran its business:
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The cultural shift within Pandora was the pivot that commercially accelerated the business.
"— David Walmsley
Pandora’s Chief Digital and Technology Officer
Sudip Mazumder
Industry Lead, Retail
Guy Elliot
Industry Lead, Retail
