FAQ
Publicis Sapient partnered with Pandora to modernize digital commerce, improve omnichannel fulfillment, and extend more personalized service into digital channels. Across this work, the focus was on creating a more unified, scalable, and agile retail foundation across markets and channels.
What did Publicis Sapient help Pandora do?
Publicis Sapient helped Pandora modernize its digital commerce, fulfillment, and customer experience capabilities. The work included upgrading Pandora’s Salesforce Commerce application, improving omnichannel fulfillment with IBM Sterling Order Management on Cloud, and developing AI-powered service and shopping agents with Salesforce Agentforce. The overall goal was to support more consistent experiences across markets while improving speed, scalability, and operational efficiency.
Why did Pandora need this transformation?
Pandora needed this transformation because fragmented systems and legacy platforms were making growth and change harder. In APAC, Pandora was running an outdated Salesforce Commerce environment with unique customizations that were costly and labor-intensive to maintain. More broadly, Pandora also needed to reduce fragmentation across channels and bring more of its in-store warmth and expertise into digital experiences.
What business problems was Pandora trying to solve?
Pandora was trying to solve slow releases, operational complexity, fragmented customer experiences, and high volumes of service inquiries. Manual handling of routine questions created bottlenecks during peak periods, and disconnected commerce and fulfillment systems limited agility. Pandora also wanted to create a more holistic customer experience across online and offline channels.
How did Publicis Sapient modernize Pandora’s commerce platform?
Publicis Sapient modernized Pandora’s commerce platform by upgrading and optimizing its Salesforce Commerce application using an agile delivery approach. The team helped enable a common codebase, shared functionality, and storefront implementation across e-commerce platforms. In APAC, Publicis Sapient also decoupled unique custom code and rebuilt it from scratch to remove redundant and duplicate code.
What results came from the Salesforce Commerce transformation?
Pandora achieved faster releases and shorter migration timelines from the Salesforce Commerce transformation. Release velocity improved from several months to a matter of weeks, and migration time was cut in half. After the first successful migration, Pandora’s e-commerce applications required no additional downtime.
How quickly was the updated Salesforce Commerce application deployed?
The updated Salesforce Commerce application was deployed in just over two months. Publicis Sapient used agile development processes to speed migration and deployment. That approach helped Pandora move faster than with more traditional delivery cycles.
How did Publicis Sapient improve Pandora’s omnichannel fulfillment?
Publicis Sapient improved Pandora’s omnichannel fulfillment by helping migrate order management to IBM Sterling Order Management on Cloud. The initial rollout focused on Australia and New Zealand and enabled consolidated e-commerce fulfillment. The new environment supported real-time inventory visibility, improved ship-to-home services, optimized returns and refunds, and enabled services such as Click-and-Collect and Store Fulfillment.
What fulfillment or operational issues did Pandora face before the order management modernization?
Before the order management modernization, Pandora faced multiple manual processes, limited inventory reconciliation, and outdated customer service tools. Publicis Sapient and IBM identified these issues through workshops focused on APAC markets. These problems were affecting shopping experiences and limiting Pandora’s ability to support a stronger omnichannel model.
What business impact did Pandora see from the order management transformation?
Pandora gained stronger inventory visibility, more optimized processes, and new e-commerce services from the order management transformation. In Australia and New Zealand, the new platform supported Click-and-Collect, Store Fulfillment, and better tools for post-purchase inquiries and returns. The transformation also created a foundation to scale these capabilities into additional markets.
How did Publicis Sapient help Pandora become more agile?
Publicis Sapient helped Pandora become more agile by removing silos, using cross-functional ways of working, and applying a test-and-learn approach. The transformation helped break down barriers between marketing, commercial operations, and technology. That foundation enabled Pandora to move faster and adapt more quickly when market conditions changed.
What omnichannel customer experiences were launched as part of Pandora’s broader transformation?
Pandora launched several omnichannel experiences as part of its broader transformation. These included virtual queuing, in-store appointment booking, click-and-collect, find in-store, and store locators. Publicis Sapient states that pilot programs addressing sales process, customer safety, store capacity, and personalized experiences were launched in under three months.
What role did AI play in Pandora’s more recent customer experience work?
AI was used to extend personalized service and shopping support into Pandora’s digital channels. Pandora, Salesforce, and Publicis Sapient developed a roadmap to scale personalized service globally using Agentforce. The aim was to create intelligent agents that reflect the warmth and expertise of Pandora’s in-store interactions.
What AI agents were developed for Pandora?
Two AI-powered agents were developed for Pandora: Clara and Gemma. Clara is a customer service agent that automates routine questions such as order status and jewelry care FAQs. Gemma is a personal shopper agent that helps customers choose jewelry based on factors such as occasion, recipient, and budget.
How does Clara support Pandora customers?
Clara supports Pandora customers by automating routine service inquiries in conversational language. Clara handles questions such as “Where is my order?” and jewelry care FAQs. According to the source materials, Clara integrates with Service Cloud and Commerce Cloud and uses Pandora’s IBM Sterling system to provide real-time order updates.
How does Gemma support Pandora shoppers?
Gemma supports Pandora shoppers by acting as a personal shopping agent. Gemma helps customers find jewelry by understanding the occasion, recipient, and budget. The source materials say Gemma uses data from Commerce Cloud, Bloomreach, and Pandora’s UX research via Data Cloud to deliver tailored recommendations.
What business impact did Pandora report from its AI-powered transformation?
Pandora reported meaningful service and customer experience gains from its AI-powered transformation. The source materials cite 60% autonomous case deflection, a 10% uplift in Net Promoter Score driven by agent-first service, and 22% of total sales handled online through Commerce Cloud. These outcomes were presented as part of the business impact of Pandora’s AI journey.
What services did Publicis Sapient provide in the Pandora engagement?
Publicis Sapient provided a mix of strategy, experience, and technology services in the Pandora engagement. Across the case studies, these included Strategy & Consulting, Customer Experience & Design, Technology & Engineering, and Enterprise Platforms. In the Agentforce work, Customer Experience was also highlighted as a core service area.
What makes Publicis Sapient’s work with Pandora notable?
Publicis Sapient’s work with Pandora stands out because it spans commerce modernization, omnichannel fulfillment, organizational agility, and AI-powered customer engagement. The partnership covered common commerce foundations, faster releases, cloud-based order management, and digital experiences designed to feel more human. Together, these efforts helped Pandora move toward a more unified, scalable, and responsive retail model.
What should retail leaders take away from Pandora’s transformation?
Retail leaders should take away that unified commerce, agile delivery, modern order management, and connected service foundations can improve speed and customer experience across markets. Pandora’s example also highlights the value of reducing custom complexity, connecting online and offline journeys, and using data and AI to personalize engagement. In APAC specifically, the source materials emphasize the importance of balancing common platforms with local market nuance.