Jigsaw Jigsaw

Fulfill from store: Increase turnover and staff engagement

Since October 2016 OneStock has assisted Jigsaw, the famous British luxury retailer, in the deployment and optimisation of its omnichannel strategy: Ship from Store, Click & Collect, and Continuous Stocktake. With a network of more than 100 stores in the UK and worldwide, and a 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 desire to optimise its omnichannel strategy

Since its creation in 1970 Jigsaw has been continuously in search of perfection. Whether it’s in the design of its collections, the quality of the fabrics used, the training of its sales teams or even the navigation of its online store, 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 for its agile Ship from Store solution and vast experience in the world of retail.

Fulfil From Store: explosion of sales

As always at the start of a project, a consultation phase helped define the various scenarios that could assist the brand in increasing turnover and improving the customer experience whilst keeping down costs.

One of the first steps was to ensure that all stock was unified (stores and central warehouse) in order to create an accurate single view of inventory.

The OneStock portal was then deployed throughout the store network, providing better order allocation through an intuitive, graphical UI adapted to logical in-store workflows.

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, selling surplus store inventory, etc). These configurable and scalable scenarios are adjusted according to Jigsaw’s business decisions.

The result: thanks to Ship from Store Jigsaw has seen a 32% increase in turnover during the first 10 months. Today more than one online sale in every three (36%) includes 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 implications for its staff. Therefore, in order for the changes to be embraced and shared by all, the brand chose to count each web order shipped as an in-store sale. Ship from Store is therefore seen as a real opportunity to exceed sales targets. Since the implementation of OneStock across its 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
Kate Holt
Omni-Channel Director at Jigsaw

Continuous Stocktake: decrease stock management costs

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

It is of course possible that a web-order cannot be honoured, i.e. the product may have been sold in the meantime, or it may have been 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 at Jigsaw
Josh Towb
Head of Customer Experience and Projects at Jigsaw

Fulfil From Store: quick integration and instant ROI

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

Today the solutions deployed by the British fashion designer have shown excellent results in terms of sales, the motivation of sales teams and above all customer satisfaction. In constant pursuit of optimisation the brand does not want to stop there and is already planning (along with our team) to implement advanced Order Orchestration to further reduce fulfilment costs and shipment delays for customers.

Omnichannel features deployed for Jigsaw

Ship From Store

Click & collect