Enabling Digital Growth for world-leading diamond retailer Signet Jewelers

Enabling Digital Growth for world-leading diamond retailer Signet Jewelers


From initially helping Signet Jewelers with web development work, PMC has proven to be such a valuable software engineering partner for the world’s largest diamond jewelry retailer that now the technology services provider also brings expertise to detail in strategic projects for the Signet group.

The relationship began when PMC was called upon at the onset of Covid-19 to help work on specific workflows involving the front-end and back-end of the company’s two key brand websites, H.Samuel and Ernest Jones. At this point, PMC took on 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 you would have thought they were all sitting in the same office.Unlike other suppliers, PMC’s deep retail experience and culture of delivery and collaboration gave us immediate benefits quality and speed of delivery.

Offering experience in a myriad of retail projects

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

Among the projects undertaken by PMC has been work on several key features on Signet’s websites. These included the implementation of a prospecting and merchandising tool which was completed in record time. According to Drew, the average time to implement this solution across two brand websites would have been eight months to a year, but PMC managed to successfully deliver it in just five months.

Another key feature was the implementation of online guarantees. While they’ve always been available in the company’s physical stores, they’ve never been available online. Now, thanks to work with PMC, guarantees are available across all channels.

PMC’s recent work, related to Signet’s digital transformation project, has delivered a PPD (pick, pack and despatch) solution. “PMC has been solely responsible for requirements gathering, development, creation and testing, as well as joint management of this project,” says Drew.

The successful partnership between PMC and Signet has enabled a rapid acceleration of web launches. Just two years ago, the company used to do just four web launches a year, while now they happen monthly. During 2022, there have been as many as six launches in just eight weeks.

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

and the United Kingdom” referring to the mix of skilled personnel that PMC deploys from both the UK and India offices, providing access to the necessary expertise.

“I’ve never met an offshore team that is as down to earth as this one. It’s unique. PMC knocks the socks off anyone else, no matter who they are,” he says.

Build a strong and transparent partnership

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 backend. It can turn into a swamp! 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 that goes both ways. It has built trust and has a positive impact on how 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 it comes to addressing something. PMC is a provider, but their teams can admit when there are problems and that 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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