A PIVOTREE CASE STUDY

Partners, People and Process: A Digital Transformation Success Story

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months Implemented a new order management system in under 6 months, and opened 30 new stores across North America.
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increase Achieved a 30% increase in revenue.
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accuracy Significantly improved inventory visibility to ensure 99% accuracy.
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improvement Reduced short shipments by 93% and split shipments by over 50%.

Big Plans, Tight Timeline

In early 2022, just eight months ahead of the next holiday season, Psycho Bunny — a leading men’s clothing retailer  — needed to source, implement and operationalize an order management system that would be powerful enough to meet their growth objectives.

Due to aging technology, the company was grappling with a lack of visibility and insight into inventory levels. This created high numbers of short and split shipments and meant that they weren't able to meet customer expectations for a frictionless commerce experience.

With an aggressive timeline ahead of them, Psycho Bunny prioritized identifying a vendor that could advise, source, architect, and implement a new order management system and data management capability.

Scalability, cloud-first, and integration ease were the key requirements for this digital transformation. Strong partners, a team of laser focused experts, and a fast start process were the driving forces behind its success.

We needed a partner that could analyze and identify gaps in our supply chain management as well as recommend and implement a strategy to achieve a frictionless user experience for our stores and website.

Jean-Aymeri de Magistris

VP IT, Data & Analytics, and PMO, Psycho Bunny

Finding the Right Platform

Psycho Bunny looked to us to build and implement a solution that brought two leading Pivotree partners to the table: Fluent Commerce for their innovative order management system, and Informatica for their cloud-native data management capability. The solution is hosted on the Amazon Web Services (AWS) cloud.

To help build the right technology foundation, Pivotree led a series of strategy workshops on supply chain management tools and systems.

In those workshops, we outlined which resources would be needed for the current implementation, while assessing and planning for future needs.

Upon completion of these workshops and gaining a deeper understanding of Psycho Bunny’s business requirements, we recommended Fluent Order Management to replace the existing order management solution and Informatica Intelligent Data Management Cloud™ (IDMC) as the data management platform.

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The desired outcome was to improve inventory accuracy, support high processing speeds across warehouses and stores, support omnichannel business needs, and reduce short-shipments to near zero across all locations.

We were in hyper-growth and needed omnichannel, scalable, and robust capabilities from an OMS. Real-time data visibility across all locations was critical.

Monica Provenza

Director, Omnichannel & Experience, Psycho Bunny

Fluent Order Management: A Solution for Rapid Growth and Scalability

The Fluent Commerce order management system stood out as the top recommended solution to support Psycho Bunny’s customer-centric growth objectives for a multitude of reasons:

    • Flexible platform and cloud-native scalability

    • Ability to tailor and tier sourcing logic

    • Advanced capabilities and support for omnichannel processes

    • Real-time inventory data across all locations and systems

  • Ability to manage both retail and wholesale business requirements in one solution

Informatica was the perfect fit to facilitate the real-time data Psycho Bunny needed to gain valuable insight into product performance, consumer behavior, supplier relationships, business planning, and more.

Derek Corrick

General Manager for Data Management, Psycho Bunny

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Informatica IDMC Got the Systems Talking

The supply chain strategy and the Fluent Commerce order management build were two parts of a bigger program. The third was Informatica Intelligent Data Management Cloud (IDMC), which handles what happens between the other systems: moving data across business applications, connecting cloud tools to the ones running on-premise, and managing the APIs in between.

That third part is what makes the first two work. An order management system is only as good as the product, inventory and customer data arriving in it, and at Psycho Bunny that data lived in applications that didn't talk to each other. IDMC is what taught them to.

 

In less than six months we had a configurable order management solution that offers a rich catalog of APIs and allows for continued business growth and the agility needed for evolving priorities.

Patrick Lagacé

Senior IT Director, Psycho Bunny

Four Requirements for Cloud Transformation

Connectivity

Psycho Bunny's supply chain management ecosystem involved several disconnected systems, with more in the queue to be added. A direct or point-to-point integration between the systems would have gotten messy quickly. A platform was required that could act as a bridge between the systems, providing frictionless connectivity regardless of the underlying tech or communication protocol. 

Operational Efficiency

One of the primary objectives was to provide a real-time inventory picture to all systems at any time. To do that, we followed an event-driven architecture approach so that all transactions could be processed as quickly as possible and instantly update all downstream systems with that data. Using Kafka in the messaging layer was a key consideration for this event-driven approach. 

Security

A standardized approach for security, regardless of what each individual system provided, was required. For this reason, an API gateway was incorporated in the cloud integration layer, so that each system would have its own authentication requirements addressed.

Agility

Psycho Bunny had less than six months to go live. That decided the architecture: it had to be flexible enough for the team to build and ship the key fixes and new features quickly, not just run them once they were finished.

Results Exceeded Expectations

Prior to the successful implementation project, it was challenging for Psycho Bunny to achieve inventory accuracy levels, which had a direct impact on customer satisfaction.

A few months after deployment, Psycho Bunny’s inventory accuracy rose to almost 99%. Psycho Bunny was able to close the gap they had identified early on, and hit their revenue targets for the year.

33% reduction in average time to deliver

93% reduction in short shipments

50%+ reduction in short shipments

  • 30% increase in incremental revenue attributed to improved omnichannel fulfillment

  • 100% store or 3PL fulfillment during inventory count periods. Fluent Order Management allows Psycho Bunny to quickly switch fulfillment logic on or off without any downtime or interruptions to order fulfillment.

  • Faster shipping speeds. Orders now take an average of 4 days vs. 6 days delivery to customers, with some scenarios down to only 1.5 days thanks to improved sourcing logic.

  • 93% reduction in short shipments — from 30% to just 2%.

  • Opened 20 new stores in the same month that Fluent Order Management went live, and increased the number of stores from 20 to 50 by year’s end.

  • Reduction in manual processes. Prior to Fluent Order Management, if an order was canceled but the product was actually in stock, the customer service (CS) team went through a manual process to re-enter those orders. Thanks to Fluent, this process is now automatic, freeing up time for the CS team.

  • Reduction in split shipments from 35-40% at the beginning of 2022, down to 17%.

Enabling seamless cloud data integration, eliminating manual work, and providing a tier one architecture was paramount to supporting rapid growth and enhancing business agility.

Joel Farquhar

Chief Technology Officer, Pivotree

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