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Customer Spotlight: Lands’ End

Imagine that you’re standing on the floor of a tradeshow, and it’s buzzing with the chatter and energy of the first live event held after almost two years of exclusively virtual gatherings.

You set out your collateral and set up your booth. Wearing a crisp polo with your company’s logo embroidered onto it, you’re ready to chat with prospects and passersby. Your shirt is a nonverbal indicator to anyone walking by that you represent your company. With every conversation and interaction, you are acting as an extension of the brand. The uniform serves an important purpose, and it shows that you’re a part of something bigger. You’re a part of a team.

It’s likely that your shirt was produced by Lands’ End, known for its tailored and business-casual logoed apparel for office wear, trade shows, company events and more. Lands’ End, Inc. is a leading uni-channel retailer of casual clothing, accessories, footwear, and home products. It offers products online, on third-party online marketplaces, and through retail locations.

Automating a custom-order process

“Uniform” doesn’t mean identical; not every one of its business customers’ thousands and thousands of employees fit off-the-rack sizes. The company must handle individual custom orders as quickly and reliably as it handles standard orders.

Lands’ End’s previous process for custom orders was error-prone and manual, with instructions for special orders being communicated with international suppliers, customers, and internally all via email and phone. The resulting timeline? Six-to-eight-weeks to deliver custom orders – if the orders are accurate. If not, the process starts over.

Automated workflow provides the answer

To reduce that time and cost, Lands’ End turned to Boost Strategy Partners. Together, Lands’ End and Boost transformed the process by leveraging Nintex Workflow and Nintex Forms for and Nintex Workflow Cloud. The solution also incorporated Six Sigma principles into its methodology to save time and costs.

The custom order process starts with a customer call to the Lands’ End service center:

  1. The customer care consultant records the order using Nintex Forms
  2. Once submitted, the customer is sent a custom order sizing form via Nintex Workflow Cloud
  3. The completed form is submitted back to Lands’ End for approval
  4. Once approved, the order details are routed via Nintex to the manufacturing vendor
  5. The vendor sends the complete order to Lands’ End for approval before it is sent to the customer

Boosting special-order accuracy

The entire process is streamlined end-to-end while also providing complete visibility into the status of orders. The solution enables the company’s sourcing team to gain better insights into vendor performance on meeting deadlines, completing orders accurately, and ensuring customers are satisfied with every interaction they have with the company – helping Lands’ End provide its vendors with constructive feedback to improve their performance.

The resulting solution saves time, reduces errors, and improves its customer experience:

  • Cuts the time requirement for other teams by 35%
  • Boosts special-order accuracy to 95%, up from 50%
  • Streamlines workflow by 76%
  • Completely eliminates manual work

New world of work

Encouraged by their success, Lands’ End has gone on to deploy more than 80 Nintex-based solutions across the enterprise. Each project returns an average 120% ROI in efficiency gains.

“Nintex has a tremendous impact on Lands’ End. In the new world of work, it’s more important than ever for us to operate with a lean model. It’s imperative to work smarter, not harder, and that’s what Nintex helps us to do.”

– Zach Munns, Senior Project Manager, Lands’ End



Read the case study to learn more about how Lands’ End created a streamlined solution using Nintex forms and workflows on SharePoint and Nintex Workflow Cloud.



Maddie Forman

Maddie is a Marketing Coordinator for Nintex based out of Atlanta, Georgia. She joined the Nintex Corporate Marketing and Communications team following the acquisition of AssureSign. Maddie assists in managing Nintex’s social media, creating design assets, and producing customer evidence content.

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