Lands’ End learns to thrive in the “new world of work”
To businesses, Lands’ End is known for its tailored and business-casual logoed apparel for office wear, trade shows, company events and more. But “uniform” doesn’t mean identical; not every one of its business customers’ thousands and thousands of employees fit off-the-rack sizes. Whatever the employee’s needs, the uniforms and apparel from Lands’ End have to fit and look great on them to ensure companies’ brands are represented properly. That calls for Lands’ End to handle individual custom orders as quickly and reliably as it handles standard orders. Keeping corporate customers satisfied depends on it.
The company’s custom order process has historically been manual, with instructions for special orders being communicated around Lands’ End and outside the company to international suppliers and the customers themselves, all via email and phone. That adds up to a six-to-eight-week process to deliver customers’ orders and, when the order isn’t quite right, starting over: 100% rework, 100% more cost, and a 100% delay.
To reduce that time and cost, Lands’ End looked at automating much of the work with an expensive business process automation solution — until the company saw it would only be trading one set of costs for another. Instead, it turned to Nintex and Nintex solution provider Boost Strategy Partners.
