Forever New
A modernised integration solution empowered Forever New with real-time visibility, automation and operational agility across their fulfilment, inventory and GST calculation.
ORGANIZATION
Forever New is an Australian luxury fashion label known for its timeless and trend-driven women’s wear. With over 250 stores across seven countries, including, the United States, Canada and the Philippines, Forever New has recently seen rapid growth in India, where it continues to build strong customer affinity and market presence.
CHALLENGES
As Forever New scaled across India, maintaining operational consistency and high service standards across both B2C and B2B channels became increasingly complex. The company’s growing reliance on multiple platforms and third-party providers demanded a more unified and responsive technology foundation to support continued growth.
Limited integration between the ERP system and a newly onboarded third-party warehouse management solution (WMS), created data silos and disrupted inventory allocation and fulfilment accuracy. During high-volume promotional events, constraints in the ERP required frequent manual updates to orders, resulting in delays and errors. A lack of real-time visibility into inventory, returns and order statuses hindered proactive customer service and operational decision-making.
SOLUTIONS
Microsoft Azure™ BASED INTEGRATION LAYER
Ayata implemented a solution built on a centralized Microsoft Azure™-based integration platform to unify Forever New’s order management (OMS), ERP and warehouse (WMS) systems. Microsoft Azure™ Service Bus facilitated seamless real-time data exchange for order updates, inventory movements, returns and GST calculations, bridging long-standing system silos. Meanwhile, Microsoft Azure™ Log Analytics added end-to-end visibility, proactive monitoring and faster incident resolution, strengthening control and coordination across fulfilment operations.
AUTOMATION AT SCALE
To eliminate inefficiencies and manual dependencies, Ayata deployed automated workflows across fulfilment, returns and GST-related processes. Functions, such as, short-pick handling, inventory reconciliation, cancellations, refunds and dynamic GST calculations were streamlined to improve accuracy, accelerate processing times and GST regulatory adherence, without adding operational complexity.
AGILE IMPLEMENTATION FOR RAPID VALUE
Ayata followed a disciplined agile delivery methodology to maintain close alignment with Forever New’s business and technology teams. Through structured sprints and regular stakeholder engagement, Ayata’s team was able to review and iterate functional modules quickly, incorporate feedback continuously and adapt to changing requirements without disrupting delivery timelines. This flexible approach supported effective decision-making, reduced rework and accelerated time-to-value.
Results
With system-wide integration and automated workflows, Forever New significantly reduced manual interventions, improved inventory allocation and fulfilment speed and accuracy, creating a more agile and responsive supply chain.
Real-time visibility into order and inventory data empowered Forever New’s teams to respond faster and more accurately to customer inquiries, like “Where is my order?” even during peak periods, elevating post-purchase engagement and strengthening service satisfaction.
Integrated tax calculation workflows and synchronized data exchange enabled timely and accurate GST calculations across marketplaces and internal systems, enhancing accuracy in operations and ensuring compliance.
Zahid Ansari
Vice President – Information & Retail Technology
Forever New