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Fashion & Luxury

Global jewellery brand with own retail, franchise and online channels.Revenue: ~ €3B

Digital Operations & Logistics Optimization

A plan to prepare the e-commerce operations of a global jewellery brand for the year-end peak, run alongside a strategy consulting firm across fulfilment, customer service and demand forecasting in Europe and the Americas.

Services

Support

  • Advisory / Strategy
  • Solution design

Goal

Keep the delivery promise through the peak as online volumes grew: the previous year, European volumes reached twice the forecast and many top sellers went out of stock, hurting service levels and customer satisfaction.

Approach

We interviewed around 45 managers, visited the fulfilment provider's warehouses, analysed sales and stock by SKU, reviewed customer service with the new providers and assessed the click and collect pilot against some 50 enablers.

Results

The peak management plan enabled the brand to achieve and sustain high service levels even during peak trading periods, while defining a roadmap to scale Click & Collect across 170 US stores.

Who worked on it

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