The April issue of Supply Chain Digital is live!
We have another packed edition for you this month, with our cover feature focusing on a very spe...
The April edition of Supply Chain Digital is now live!
We have another packed edition for you this month, with our cover feature focusing on a very special procurement story at Brightstar. A blueprint for using procurement to add value to a business, the piece starts on page 70.
There is also a fantastic case study looking at how Qatar Airways is pushing aviation procurement standards in the face of blockades in the GCC.
It is a truly eye-opening example of how a business can continue to thrive in the face of hugely testing business and political challenges.
Amongst our other company reports this month are the likes of Flybe, Tambour and CBRE – we hope you find them as informative as we do.
Elsewhere, we sit down with Ed Clarke, Managing Director of Hub Operations for Fedex Express, who explains how the delivery giant is leveraging technology and innovation to embrace the future of export in a digitised era.
Continuing the theme of interviews with industry heavyweights, we speak with Charles Brewer, CEO of DHL eCommerce about the important of ensuring fulfilment in the ecommerce market.
And in this month’s Top 10, we run down a recent report by Accenture to look at the top tips to become a procurement master!
As always, if you have any feedback please do join the conversation on Twitter, LinkedIn and Facebook and become part of the world’s fastest growing supply chain community.
Pandora and IBM digitise jewellery supply chain
Pandora has overhauled its global supply chain in partnership with IBM amid an ecommerce sales boom for its hand-finished jewellery.
The company found international success offering customisable charm bracelets and other personalised jewellery though its chain of bricks and mortar retail destinations. But in 2020, as the COVID-19 outbreak forced physical stores to close, Pandora strengthened its omnichannel operations and doubled online sales.
A focus on customer experience included deploying IBM’s Sterling Order Management, increasing supply chain resiliency and safeguarding against disruption across the global value chain.
Pandora leverages IBM Sterling Order Management as the backbone it its omnichannel fulfilment, with Salesforce Commerce Cloud powering its ecommerce. Greater automation across its channels has boosted the jeweller’s sustainability credentials, IBM said, streamlining processes for more efficient delivery. It has also given in-store staff and virtual customer service representatives superior end-to-end visibility to better meet consumer needs.
Jim Cruickshank, VP of Digital Development & Retail Technology, Pandora, said the digital transformation journey has brought “digital and store technology closer together and closer to the customer”, highlighting how important the customer journey remains, even during unprecedented disruption.
"Our mission is about creating a personal experience and we've instituted massive platform changes with IBM Sterling and Salesforce to enable new digital-first capabilities that are much more individualised, localised and connected across channels and markets,” he added.
Pandora’s pivot to digital
The pandemic forced the doors closed at most of Pandora’s 2,700 retail locations. To remain competitive, it pivoted to online retail. Virtual queuing for stores and virtual product trials via augmented reality (AR) technology went someway to emulating the in-store experience and retail theatre that is the brand’s hallmark. Meanwhile digital investments in supply chain efficiency was central to delivering on consumer demand.
“Consumer behaviour has significantly shifted and will continue to evolve with businesses needing to quickly adapt to new preferences and needs,” said Kareem Yusuf, General Manager, AI Applications and Blockchain, 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.”
Yusuf said Pandora’s success was indicative of how to remain competitive by “finding new ways to create differentiated customer experiences that protect their enterprises from disruptions to help mitigate risk and accelerate growth”.