AIOps drives revenue assurance for Tapestry with closed-loop automation
American multinational fashion holding company.
ABOUT CUSTOMER
Tapestry, Inc. is a leading house of iconic accessories and lifestyle brands consisting of Coach, Kate Spade, and Stuart Weitzman. They are head quartered in New York city and have a global presence, directly operating ~1,400 stores across three brands
KEY HIGHLIGHTS
- Achieved notable success in preventing potential revenue losses of 6 to 7 figures across Order Management and eCommerce processes
- 1000+ Stores benefited with on-time promotions validation
- 12000+ hrs Manual efforts saved annually
- 90% Reduction in MTTD and MTTR
REACH US
Business context
As a premium brand, Tapestry needs to ensure seamless business flows across processes like ecommerce, order management, and store management. These processes rely on a complex IT landscape with multiple SaaS-based apps and ERP systems. Any IT issue in these applications can cause problems like price-mismatch errors, delayed order confirmations, and shipment. This often leads to poor customer experiences, dropped order baskets and even cancelled orders. While Tapestry had both systems and people in place to deal with such issues, the process was reactive, and 70% of issues were reported by end users. As a result, IT issues were affecting business revenue, and Tapestry wanted to resolve them with intelligent automation.
Reducing eCommerce issues from IT failures
The Challenge
Tapestry uses a leading eCommerce application and was facing diverse issues like pricing and promotion discrepancies, missing item prices, discrepancy in number of products displayed in different systems and so on. Roughly 20 such priority issues were being reported per month and needed co-ordination between multiple teams to fix the issue. Since there were no automated checks, these issues were being noted by the end user or customer support teams, followed by manual ticket logging, and required significant efforts spent on data reconciliation between systems, increasing the time taken to fix issues.
- 27 storefronts (eCommerce websites affected by IT issues)
- 8K+ SKUs impacted per month
- 20+ P2 issues per month
The solution
Digitate was chosen by the customer to provide intelligent automation capabilities and proactively resolve IT issues in the eCommerce business process. Digitate leverages ignio AIOps, our flagship product that can perform automated checks, detect issues and take self-healing actions to mitigate issues before they impact end-users and business processes. ignio has industry-leading, out-of-the-box automation capabilities with a library of 10K+ modular automations that was leveraged to meet Tapestry’s requirements. ignio is also integrated with the different existing systems to enable event-driven automation. Some of the use cases covered by ignio includes:
- Price Reconciliation– Reconcile data across A360, PIM and
SFCC systems and create incidents automatically to address
any price discrepancies between systems - Eliminate discrepancies in product volume -Perform reconciliation for ‘Article Online Flag’ to ensure there is no data issues between PIM and SFCC systems
- Eliminate product pricing issues – Validate file feeds from Feedonomics platform to ensure there are no products with incorrect or zero prices
Seamless order processing
The Challenge
During the order management processes, multiple orders were having challenges due to a variety of issues. This included orders stuck in ‘scheduled’ state with failed authentication, orders stuck in ‘released’ state with missing ‘pick-tickets’, orders in ‘released’ state with ‘pick-ticket’ available but not shipped for more than 7 days, and delays in refunding the price difference back to customers.
As per Tapestry’s processes, any stuck customer order needs to go through multiple teams to be validated, and the reason for delay identified; and accordingly, either processed or cancelled. Post this process, customers get visibility into the status of their order. Current process for managing the end-to-end process was manual, requiring manual sequential hand-offs between L1, L2 teams, AppOps teams and business teams.
This resulted in high resolution time for stuck orders, delayed shipments, triggering refunds incase of expedited orders, and impacting payment collection times for ApplePay/Paypal-based payments. This also led to bad customer experiences as customers didn’t get timely updates on the order status, often leading to order cancellations.
The solution
ignio helped automate the end-to-end process, with proactive health checks, automated ticket creation and self-heal capabilities. ignio was integrated with different applications to enable smooth, timely flow of information across the applications. For instance, ignio automatically extracts the stuck orders from order management system (OMS), that have failed authentication and sends it to business teams to validate. Depending on the validation, ignio either automatically cancels the orders within the OMS system or reprocess the orders in OMS autonomously. ignio also logs the incidents on the customer’s ITSM system and updates the ticket, ensuring full auditability.
With ignio, the entire resolution time for order management system issues was reduced to just 10 mins from 90 mins.
Customer Testimony
Identifying Opportunities: Sonal meticulously analyzed Tapestry’s IT landscape to uncover automation opportunities. She provided critical use cases for ignio, enabling targeted solutions for OMS inefficiencies.
Championing Automation: Initially cautious about adopting automation, Sonal became a strong advocate after witnessing ignio’s capabilities and her endorsement was instrumental in securing stakeholder buy-in across E-Commerce, Infrastructure, Store Operations, FinOps, CloudOps and ERP systems which created an automation roadmap for the year 2025.
ignio has transformed operations at Tapestry Inc. by enabling seamless order processing, identifying pricing and promotional discrepancies, and ensuring data integrity through self-healing before production. This automation has prevented significant revenue loss, achieved over 90% improvement in MTTD and MTTR, and optimized operational efforts. A big thanks to the entire team for their dedication and expertise in driving this successful implementation!
Sonal Sharan, Director of Unified Commerce Operations,
Tapestry Inc.
Values Delivered
- Reduced revenue loss by addressing missing or incorrect prices and discounts
- Reduced instances of products not displayed online due to IT issues
- Ensured better customer satisfaction for online eCommerce processes, leading to lower cart abandonment rates
- >90% MTTD & MTTR Reduction
- 12000 hours of manual efforts saved annually
- Provided revenue assurance with better order management
- Reduced chances of order write-off due to delays in processing and shipment
- ~3600 stuck orders addressed annually
