Case Study - Dooney n Bourke

Operational Efficiency in the Bag

Tailoring Salesforce OMS and Service Cloud Implementations for Dooney & Bourke

Overview

Founded in 1975, Dooney & Bourke is a distinguished American brand renowned for its high-quality leather handbags, accessories, and lifestyle products. Known for their distinctive designs and meticulous attention to detail, Dooney & Bourke continues to capture the essence of American luxury.

With a rich history rooted in craftsmanship and timeless design, Dooney & Bourke sought RunDTC to unify their processes across multiple distribution centers, improve order allocation, and reduce cancellations due to inventory issues. Their goal was to maintain the high level of service that their customers expect while scaling their operations effectively.

Site

Salesforce OMS Implementation
Salesforce ServiceCloud
ERP and Warehouse Management
System (WMS) Integration
Marketplace Channel Integration

https://www.dooney.com/

Services

Technology

Salesforce

ChannelAdvisor

AppGenie

Streamlining Dooney & Bourke’s OMS for Real-Time Inventory Control

The Challenge

The American brand faced challenges in optimizing its order, inventory, and customer service operations. With multiple distribution centers and growing customer expectations, Dooney & Bourke sought a streamlined solution to prevent order cancellations, manage inventory more effectively, and enhance customer service.

The Solution

RunDTC partnered with Dooney & Bourke to revolutionize their operational processes by implementing Salesforce’s Order Management System (OMS) and Service Cloud. A tailored OMS implementation provided real-time visibility into Dooney & Bourke’s inventory. Salesforce Service Cloud offered enhanced self-service options for customers, improving overall service efficiency and driving long-term customer satisfaction.

Meeting Dooney & Bourke's Needs:
A Collaborative and Strategic Approach

By conducting comprehensive discovery sessions with the Dooney & Bourke leadership and technical teams, RunDTC crafted a solution that aligned with their strategic goals. This close collaboration fostered a strong partnership, allowing RunDTC to navigate the complexities of the project while delivering a solution that exceeded their expectations.

A synergistic approach was driven by a collaborative effort between RunDTC, Dooney & Bourke’s internal technical teams, and key third-party providers like ChannelAdvisor, 1440, and AppGenie. Core technologies used included: 

Salesforce Commerce Cloud: Provided a robust eCommerce platform for Dooney & Bourke, enabling scalable and high-performance online retail operations.
Salesforce Order Management System (OMS): Integrated with Dooney & Bourke’s backend systems to optimize order allocation, routing, and fulfillment, ensuring accurate inventory management and reducing order cancellations.
ERP and Warehouse Management System (WMS) Integration: Seamlessly connected with Salesforce OMS to enhance inventory accuracy and streamline backend processes, improving overall operational efficiency.