About Anmpab

Since its founding in 1982, Pandora Jewellery has established itself as the world’s largest jewelry brand by volume, renowned for its affordable, hand-finished, and high-quality pieces that offer a personalized shopping experience. Traditionally, Pandora has depended on its high-touch, in-store approach to cater to its customers, allowing them to try on and customize iconic charm bracelets and other collectibles. This method saw great success in a jewelry industry that values personalization and individual attention. However, Pandora recognized a growing need to evolve its digital presence. Prior to its digital transformation, Pandora's online platform functioned more as an online catalog than an interactive e-commerce store, plagued by inefficiencies in order and inventory management as well as a lack of customer service insights into the status of orders and shipments. These challenges propelled Pandora’s management to prioritize becoming a leader in omnichannel commerce, aiming to provide personalized digital interactions similar to the in-store experience across various customer channels. By leveraging technology to enhance customer experiences, Pandora began its journey of digital transformation, focusing on scalable and cloud-based solutions such as Salesforce Commerce Cloud for e-commerce and IBM Sterling Order Management on Cloud for fulfillment optimization. This digital transformation was accelerated during the pandemic when e-commerce became increasingly essential, leading to significant developments like introducing click and collect services, augmented reality for online try-ons, and integrating seamless communication between sales, warehousing, distribution, and customer service systems.

Pandora’s digital initiative began in earnest in 2018-2019, with pilot projects in the U.S., Canada, and the Australia-New Zealand market, in collaboration with IBM Business Partner Publicis Sapient. These pilots established a robust platform linking order management with sales systems, providing real-time insights into inventory and orders. This pilot phase formed a blueprint for the global rollout that followed. However, the onset of the COVID-19 pandemic significantly accelerated Pandora’s e-commerce evolution. Pandora's Digital Hub, created to enhance digital experience and e-commerce sales, played a pivotal role during this period, introducing features like chatbots, webcam-assisted customer service, augmented reality try-ons, and the ability to collect online orders in-store for personalization. The platform, designed to streamline operations, also empowered developers to focus on solving business problems rather than technical challenges. Features like real-time inventory visibility, order online and store pickup options, and intelligent fulfillment allowed the brand to respond to increased online demand swiftly. Pandora’s strategic technological partnerships enabled them to innovate rapidly to meet customer expectations, exemplified by streamlining the development process with a flexible API-based framework and out-of-the-box functionality from IBM Sterling Order Management.

In 2021, Pandora saw a stellar performance, fueled not just by its dedicated global team and manufacturing colleagues, but also by its enhanced online platform. The company’s ambition doesn’t stop there; it’s focused on extending its digital platform to all global markets. Future developments will include omnichannel enhancements like ordering out-of-stock items from stores, advanced order promise capabilities, and improvements to personalize digital interactions using data-driven recommendations. With a vision to simplify the technology landscape and accelerate the introduction of new digital features, Pandora is committed to continually evolving its customer experience. This evolution includes leveraging the latest Sterling features such as operational dashboards, AI-assisted fulfillment, and functionalities like "save the sale" to maintain high levels of customer satisfaction. Pandora's journey from a traditional in-store jewelry brand to a dynamic omnichannel leader exemplifies how powerful technology and strategic partnerships can drive digital transformation. Their operational success thus far sets a solid foundation for achieving future goals and further cementing their place as a leader in both in-store and digital jewelry retail. As a brand that merges high-quality craftsmanship with innovative technology, Pandora represents a modern jewelry company focused on providing meaningful and personalized experiences to its customers around the world. "Jewelry For Now" encapsulates this vision, emphasizing the value of living in the present and making meaningful memories with each piece of jewelry.