Jigsaw Jigsaw

Fulfill from store: Increase turnover and staff engagement

Since July 2016, OneStock has assisted Jigsaw, the British luxury retailer, in development and optimisation of its omnichannel strategy, namely Fulfil from Store, Click & Collect and Continuous Stocktake. With more than 100 stores UK and worldwide and an eCom- merce website representing more than a quarter of its annual sales, the brand is constantly in search of user experience improvements across all sales channels.

A strong investment in omnichannel strategy

Since its creation in 1970, Jigsaw is continuously in search of perfection. Whether it’s in the design of its collections or the quality of the fabrics, the training of sales teams or even in the navigation on its eCommerce website, the brand pays particular attention to detail in order to offer a "fresh and visually exciting" experience to its customers.

Looking for ways to improve its cross-channel customer journey, Jigsaw chose OneStock in order to benefit from its agile Fulfil from Store solution and vast experience in the world of retail.

Fulfil From Store: explosion of sales

As should always be the case a “discovery” phase helped define various scenarios to assist the brand in increasing turnover and improving customer experience while keeping down costs.

One of the first steps was to ensure that all stocks (stores and distribution centres) were unified in order to create an accurate single view of inventory.

The OneStock portal was then deployed throughout the store network, providing intelligent order allocation, a easily understandable graphical UI and logical in-store workflow. This allows orders to be shipped directly from the points of sale in certain cases (e.g. online shortage, the need to send an express order, sell surplus store inventory etc). These configurable and scalable scenarios are adjusted according to Jigsaw’s business decisions.

As for the result? Thanks to Shipping from Store the Jigsaw website has seen an average 32% increase in turnover monthly during the first 10 months, with more than one online sale out of three (36%) including at least one product sent from a store.

85

Enabled stores

11

Weeks to go-live

+32%

of sales each month

Omnichannel Project: How to win the “hearts and minds” of staff

Change within any company is often met with some form of resistance. The store sales teams are a vital component of the Jigsaw landscape and the brand has not neglected the involvement of its staff. Therefore, in order for the changes to be embraced and shared by all, the brand has chosen to count each web order shipped as an in-store sale. Ship From Store appears as a real opportunity to exceed sales targets. Since the setup of OneStock across the network, each store ships more than 100 products per month!

From now on, our sales team can take advantage of off-peak trading hours to fulfil online orders. So to encourage them, each package shipped is counted as an additional sale towards their targets! The new processes have been adopted quickly and easily by staff and we are very pleased with the results we've seen to date.

Kate Holt - Omni-Channel Director at Jigsaw Clothing
Kate Holt
Omni-Channel Director at Jigsaw Clothing

Continuous Stocktake: decrease stock management costs

Another advantage of OneStock is the ability to check volumes and stock status. Thanks to the in-store interface, Jigsaw staff can see their orders arriving one after the other during non-peak store trading periods.

It is of course possible that a web-order cannot be honoured i.e. the product could be sold in the meantime or it may be reserved or damaged.

This gap between the logical and physical stock position at the point of sale is then logged and systems automatically updated.

The reliability of logical stock is therefore ensured continuously as differences between data held and the physical reality are reconciled, without waiting for the end of season stock-take.

After over a year of use, OneStock has proven to be a tremendous way for us to reduce depth of markdown, increase margin and greatly improve sell-through. Another benefit of the solution is that we now have visibility of the true potential of our brand! Online customers are no longer diverted from the site because of product unavailability, it becomes easy to identify true demand and the ability to convert.

Josh Towb - Head of Customer Experience and Projects chez Jigsaw
Josh Towb
Head of Customer Experience and Projects chez Jigsaw

Fulfil From Store: quick integration and instant ROI

OneStock, in close collaboration with Jigsaw's IT department, has delivered in just 11 weeks a strong integration with the ERP (Microsoft Navision), the eCommerce platform (Aptos FCP) and its shipping partner (Royal Mail).

Today the scenarios deployed by the British fashion designer have shown excellent results on sales, motivation of sales teams and above all customer satisfaction. In perpetual pursuit of optimisation the brand does not want to stop there and is already planning (along with our team) the implementation of advanced order-orchestration to further reduce fulfilment costs and shipment delays for customers.

Features deployed for Jigsaw

Ship
From Store

Click & collect