JDA creates a more profitable omnichannel supply chain
JDA Software Group today announced new integrated fulfilment capabilities that combine the power of JD...
JDA Software Group today announced new integrated fulfilment capabilities that combine the power of JDA Intelligent Fulfilment and Labour Productivity solutions with Order Management solutions from IBM Commerce. By leveraging this powerful technology collaboration, companies can process orders more intelligently and profitably across sales channels in real-time to ensure customers have a flawless end-to-end buying experience.
“The convergence of physical and digital retail has changed how you need to deliver on the customer buying experience. The customer is the new boss and they want their product, at their moment, at their price, delivered their way. As a result, companies need to offer personalised, differentiated customer experience while delivering the order as promised,” noted Wayne Usie, senior vice president of retail, at JDA. “In the past, retailers made fulfilment decisions without a holistic view of inventory, labour and transportation availability and costs, and have historically sacrificed profit margins to deliver customer satisfaction. With this release, we have bridged that gap and provided the foundation to solve this problem by integrating with IBM to provide the necessary visibility in execution to labour and demand impacts -- allowing companies to begin improving profitability with each omnichannel order.”
“Many retailers force shoppers to choose between convenience, product selection and price as they shop across channels. In fact, some shoppers that select the ‘pick up in store’ option might need to visit multiple store locations to fulfil their entire order, which ultimately tarnishes their brand experience,” said John Mesberg, General Manager, Offering Management and Strategy, IBM Commerce. “By leveraging the combined expertise of IBM and JDA, retailers can present order fulfilments options in real-time that delight demanding customers and ensure that a great experience lasts from the first click to when they have their purchase in hand.”
The latest JDA release delivers major benefits to both retailers and shoppers alike:
“Click and Collect” ordering delivers simple, customised ordering for shoppers, and cost savings for retailers “Rescue the Return” minimises the cost of product returns. Destination-driven demand shows the true source of orders.
“As omni-channel retailing continues to advance, we believe that integration between physical and digital channels is vital, as is tighter integration between ecommerce, Order management and all elements within the supply chain. This will be key to driving better customer service through increased responsiveness and at the same time, improve business efficiency, said Peter Swann, operations director, Debenhams. ”We believe customer expectations will continue to increase and that the collaboration between IBM and JDA in developing their intelligent fulfilment suite of solutions, could provide companies with the platform to meet those expectations but also do it in the most profitable manner.”
“Today, only 16 percent of companies are able to serve multiple channels profitably, in part because their order fulfillment systems are not integrated with other key systems. Most retailers cannot see the true cost of fulfilling a specific order, including inventory, labour and transportation costs,” said Usie. “For the first time, JDA’s collaboration with IBM balances a customized buying experience for shoppers with a realistic cost-to-serve model. This unique capability creates an opportunity to balance high levels of service with high levels of profitability, even in today’s challenging omnichannel environment.”
JDA is the leading provider of end-to-end, integrated retail, omnichannel and supply chain planning and execution solutions for more than 4,000 customers worldwide. For more information, please visit: www.jda.com
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”.