Our customer is a Fortune 500 company and one of the biggest tool and storage firms in the world. With the ability to innovate and produce products of exceptional quality, they have expanded their product line to include construction DIYs, as well as industrial and security solutions.
The Challenge
Revamping for excellence
Multiple challenges stood in the way of our client achieving their objectives. They included setting up the DIY store and staff on an e-commerce platform and resolving the lack of user adoption on a highly customized and complex Salesforce (SFDC) system. Engaging with customers through best-in-class experiences was also a key task, but they lacked best in-class IT capabilities, depriving them of achieving a mobile-first user experience and an enhanced customer experience.
The Objective
D2C adoption and technical updates for global expansion
The growth in DIY projects following the implementation of COVID-19 regulations has increased demand for industrial tool categories. Apart from the DIY projects, our client was looking to adopt a D2C model to support their global expansion objectives.
The Solution
Empowering change with Salesforce
We incorporated Salesforce capabilities into their transformation journey by utilizing Salesforce Commerce Cloud to enable B2C commerce. The drastic improvement in user adoption was brought about through migration from Salesforce Classic UI to Lightning with consistent application support and enhancement. Here are the key highlights of the transformation journey:
Enabling B2C commerce through Salesforce Commerce cloud
- Created a new store in a record time of 5 months, with over 2 million customers expected to visit
- Re-designed the customer service experience with Salesforce Order Management to efficiently handle Order Assist, Payment Capture, Returns, Refunds and Exchanges
- Integrated with Azure iPAAS middleware, SAP, Google Analytics, CyberSource, Reevo, PayPal, Riversand, Akamai Identity Cloud, Bynder and Refinitiv to interact with Salesforce CRM applications and better enable it
- Provided customer opt-in, product registration and ability to collect marketable end-user data
Lightning migration
- Enhanced the architecture, design and development on Force.com. The sales cloud eased the application use and improved the niche auto lead management or the jobsite creation process, the core aspect of the application
- Migrated from Salesforce Classic to Salesforce Lightning, streamlining the process with MVPs addressing 100 EPICS and user stories, with a core team of 11 over 3 months
- Enabled a 360-degree view of customer data across jobsite, account, opportunities and more on the sales cloud
- Created intuitive UI and reduced steps regarding processes
Application support
- Provided support for 13 Salesforce organizations with Sales, Service, Communities, B2C Commerce Cloud, Chatbots, CPQ, Field Service Lightning and Pardot
- Integration with BizTalk, Five9, ServiceNow, DocuSign, Nintex DocGen, SAP and QlickView
The Impact
Elevating customer engagement and operational efficiency
Our client witnessed a multifold increase in customer engagement touchpoints with enhanced customer experience. Benefits delivered through the partnership included:
- Consumers buying online increased by 18%
- 90% reduction on deployment issues
- 65% reduction in release cycle
- Ability to launch new products reduced from 3 months to 4 weeks
- Opt in and collection of marketable user data up by 27%
- 6% saving per order compared to selling via distributors
- Improved service efficiency by 20% via self service offerings
- End user adoption improved by 25% after SFDC Lightning
