Enabling Digital Growth for world-leading diamond retailer Signet Jewelers

NEWSLETTER

Since initially helping Signet Jewelers with web development work, PMC has proven to be such a valuable software engineering partner to the world’s largest diamond jewelry retailer that the technology service provider now also contributes its retail expertise to strategic projects for the Signet group.

The relationship began when PMC was called in at the start of Covid-19 to help work on specific workflows involving the front-end and back-end of the websites of the company’s two key brands, H.Samuel and Ernest Jones. At that time, PMC took over most of the web development work.

Drew Heppenstall, Connected Commerce Delivery Manager at Signet Jewelers, explained: “It was at the start of Covid-19, and everyone was working remotely, but in less than a month PMC had a team of six up and running. They really worked as a team to the level that you would have thought they were all sitting in the same office. Unlike other vendors, PMC’s depth of retail and delivery experience and collaborative culture gave us instant benefits in quality and speed of delivery.

Provide expertise in a myriad of retail projects

During this extremely stressful period of Covid lockdown when all of the retailer’s sales moved online, Drew says PMC must be given great credit for helping Signet operate optimally across all of its digital channels at a crucial time. .

Among the projects undertaken by PMC is work on several key features of the Signet websites. These included the implementation of a search and merchandising tool that was completed in record time. According to Drew, the average time to implement such a solution across two branded websites would have been eight months to a year, but PMC was able to successfully deliver it in just five months.

Another key feature involved the implementation of online guarantees. Although they have always been available within the company’s physical stores, they have never been available online. Now, thanks to working with PMC, warranties are available across all channels.

PMC’s recent work related to Signet’s digital transformation project has provided a PPD (pick, pack and dispatch) solution. “PMC has been solely responsible for the requirements gathering, development, construction, testing, and co-management of this project,” says Drew.

The successful partnership between PMC and Signet has enabled the rapid acceleration of web launches. As recently as two years ago, the company typically did just four web launches per year, whereas now they’re done monthly. During 2022, there have been as many as six releases in a period of just eight weeks.

Drew suggests that “none of this would be possible without the PMC teams in India

and the UK”, referring to the mix of qualified staff that PMC deploys from the UK and India offices, providing access to the necessary expertise.

“I have never met an offshore team that is as onshore as this one. It’s unique. PMC blows everyone else away, regardless of who they are,” she says.

Building a strong and transparent association

The partnership structure with PMC has also benefited Signet. Unlike many other companies, “we know exactly what we have and what we are paying for. Previously, with other companies, there was one fee for front-end developers and a different fee for the backend. It can become a quagmire! However, with PMC we can plan a whole year in advance,” he says.

This transparent agreement is reflected in the overall relationship between the two companies. “We try to be transparent, and this goes both ways. It has built trust and has a positive impact on the way we deal with any issue or problem.

There is frequent and open communication between the two companies. There are no communication barriers or fears when approaching something. PMC is a vendor, but their teams can admit when there are issues and this helps strengthen our relationship,” explains Drew, “PMC is much more than a service provider for web development and testing.”

About PMC

PMC is a technology services partner with a vision to deliver better technology outcomes for retailers and B2C businesses. With a passion for helping retailers deliver engaging customer experiences, they provide technology services, solutions, and consulting in the retail transformation space.

Discover CX transformation resources at PMC Resource Center.

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