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Publicis Sapient and IBM uncovered pain points like multiple manual processes, limited inventory reconciliation and outdated customer service tools that negatively impacted shopping experiences.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 Commerce (IBM OMoC), 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.