In today’s retail landscape, delivering seamless, unified experiences across every channel is not just a competitive advantage—it’s a business imperative. As consumer expectations for convenience, speed, and personalization continue to rise, legacy order management systems (OMS) often become a bottleneck, hindering growth, innovation, and customer satisfaction. Across verticals like jewelry and apparel, the modernization of OMS is unlocking new levels of agility, efficiency, and customer delight. Publicis Sapient stands at the forefront of this transformation, helping brands reimagine their order management to thrive in the era of omnichannel retail.
Modern consumers expect to shop, order, and receive products on their terms—whether that means buying online and picking up in store (BOPIS), leveraging ship-from-store, or enjoying real-time inventory visibility across channels. For retailers, this requires more than a digital storefront; it demands a robust, agile OMS that can orchestrate inventory, fulfillment, and customer service seamlessly across every touchpoint.
Yet, many retailers still struggle with fragmented systems, manual processes, and limited inventory reconciliation. These challenges create friction—missed sales, delayed deliveries, and inconsistent customer experiences. The solution? A modern OMS that unifies data, automates workflows, and enables cross-channel fulfillment at scale.
Jewelry retail is defined by high-value inventory, the need for trust, and a demand for personalized service. A global jewelry brand, operating in over 100 countries, recognized the imperative to deliver a consistent, high-quality experience regardless of where or how customers shopped. Facing manual processes, outdated customer service tools, and limited inventory visibility, the brand partnered with Publicis Sapient to reimagine its OMS. By migrating to a cloud-based, enterprise-grade solution, the retailer achieved:
The impact was immediate: greater operational efficiency, improved relationships with logistics partners, and a scalable foundation to expand omnichannel capabilities into new markets. By leveraging advanced analytics and intelligent order routing, the brand reduced delivery times, minimized shipping costs, and maintained tight control over high-value inventory—a critical differentiator in the jewelry sector.
The apparel sector, with its fast-moving inventory and high customer expectations, presents unique challenges for order management. Publicis Sapient has helped leading apparel retailers modernize their OMS to support:
For one top global retailer, this transformation included a shift to a service-based architecture, adoption of microservices, and the implementation of a global content management system. The result? A 35% improvement in e-commerce order picking rate, a 4% increase in on-time delivery, and the ability to scale to over a million online orders per day during surges in demand.
The benefits of OMS modernization extend far beyond jewelry and apparel. In the sports and recreation sector, Publicis Sapient enabled a major retailer to move from a legacy commerce system to a cloud-based platform, integrating inventory, order management, and fulfillment for:
What sets Publicis Sapient apart is a holistic approach that combines technology innovation with process transformation. Key elements include:
This approach is underpinned by the SPEED methodology—Strategy, Product, Experience, Engineering, and Data & AI—ensuring every OMS transformation is aligned to business goals and customer needs.
Across industries, the results speak for themselves:
For example, a global jewelry retailer saw logistics fully operational within 12 months, with new services like Click-and-Collect and Store Fulfillment driving customer engagement. An apparel retailer achieved a top-five loyalty program ranking and rapid expansion of omnichannel services. Sports and specialty retailers processed orders faster and more reliably, even during peak demand.
Retailers seeking to modernize their OMS and unlock omnichannel growth should consider these best practices:
Publicis Sapient is recognized as a leader in retail transformation, with deep expertise in OMS modernization, cloud engineering, and omnichannel strategy. Our end-to-end partnership—from strategy to execution—empowers retailers to:
Ready to modernize your order management and lead in omnichannel retail? Connect with Publicis Sapient’s experts to discover how we can help you deliver frictionless, customer-centric experiences—no matter your industry.