Case Study: Globus achieves 99.9% order fulfillment and 20% fewer cancellations with Celonis EMS

Globus zeroes in on their processes to deliver the perfect customer experience

Globus, the Swiss luxury retailer operating 13 department stores and 30 specialty shops, struggled to scale its omnichannel services (like click-and-reserve) as eCommerce grew. Fragmented BI tools left the company with limited visibility into shipping and order fulfillment, causing cancellations, delayed deliveries and execution gaps. To address this, Globus engaged Celonis and deployed the Celonis EMS to map and monitor their shipping and eCommerce processes end-to-end.

Celonis delivered one-click transparency, real-time dashboards, new KPIs, next-best-action alerts and targeted process fixes (e.g., blocking duplicate reservations, separating display-item inventory, ensuring warehouse-based fulfillment). As a result, throughput times fell significantly, cancellations dropped by 20%, and Globus now delivers on customer promises 99.9% of the time — with faster deliveries, lower costs and improved cross‑department collaboration thanks to Celonis.

Globus

Andreas Hink

Chief Digital Officer