AIOps drives revenue assurance for Tapestry with closed-loop automation
American multinational fashion holding company.
Get the Full Case Study
Download the complete story with technical details, architecture overview, and full outcome metrics.
Download PDFSee ignio AIOps in Action
Learn how ignio can protect your revenue and automate your operations end to end.
Schedule a DemoUncovering the 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.
The Solution — ignio AIOps
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 Automated reconciliation across A360, PIM, and SFCC systems — incidents created automatically to address any price discrepancies before customers see incorrect data.
-
Product Volume Integrity Continuous validation of "Article Online Flag" to ensure product data consistency between PIM and SFCC — eliminating cases of products missing from online catalogs due to IT issues.
-
Product Pricing Validation Automated validation of file feeds from the Feedonomics platform to identify and flag products with incorrect or zero prices before they go live.
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 AIOps
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.
"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."
Measurable Value Across Every Dimension
The ignio AIOps deployment delivered quantifiable operational and financial outcomes across Tapestry’s eCommerce, order management, and store operations building a foundation for continued autonomous operations.
Reduced revenue loss by addressing missing or incorrect prices and promotional discrepancies before customer impact
Improved online customer experience leading to measurably lower cart abandonment rates across all storefronts
Over 90% reduction in MTTD and MTTR — transforming from reactive to proactive operations
12,000+ manual hours saved annually across L1, L2, AppOps and business teams
~3,600 stuck orders resolved autonomously per year — reducing write-offs and preserving payment collection timelines
1,000+ stores receiving accurate, on-time promotion validation across all three brands
