BT transforms Panalpina’s global communications infrastructure
BT has announced a contract with Panalpina, one of the world’s leading freight forwarding and logistics companies, to transform and manage its global communications infrastructure.
The transformation will enable Panalpina’s 15,000 employees to communicate more effectively and collaborate internally and with their customers. This supports the company’s vision to work closer with its clients to build smart and efficient end-to-end logistics solutions.
BT will overhaul Panalpina’s network infrastructure, currently sourced from more than a dozen domestic and regional providers, and migrate it into a single integrated platform, connecting 500 offices in more than 75 countries. BT will also provide services from its BT One Voice portfolio, to converge voice and data on a single platform.
“This agreement with BT is a major milestone on our way to becoming the most customer focused global provider of freight forwarding and logistics solutions,” said Ralf Morawietz, Chief Information Officer at Panalpina. “As our single point of contact for communication services, BT will take away the burden of managing a multitude of different suppliers, and will make it easier for us to implement new services and to support our employees and customers around the globe.”
Corrado Sciolla, President Europe & Global Telecom Markets at BT Global Services, said: “In the new digital world, customers and employees are becoming more demanding, ecosystems are evolving and the established rules are changing. We are very proud that a global leader such as Panalpina has chosen BT to manage their communication services in this changing environment.
“We will build on our long-standing expertise in serving the needs of the logistics sector to make sure that Panalpina’s employees and customers around the world can collaborate better and more easily. The intelligent features of our network services will also help Panalpina improve the performance of its business-critical applications and constantly adapt the whole communications infrastructure to its rapidly evolving digital needs.”
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”.