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, industrial, security, and solution.
The Challenge
There were multiple challenges that were standing in the way of the client achieving their objective. They included bringing in place the DIY store and staff on e-commerce and resolving the lack of user adoption on highly customized / complex old Salesforce (SDFC) organizations. Engaging with the customers through the best-in-class experience was also a key ask. The client lacked the best in-class IT capabilities, which deprived them from achieving a mobile-first user experience and an enhanced customer experience.
The Objective
The growth in DIY projects following the implementation of COVID-19 regulations has pushed up demand for industrial tool categories. Apart from the DIY projects, our client was looking to adopt a D2C model which would support them in their global expansion objectives. Also, to support their expansion goals, the client was looking at some technical upgrades to finetune their customer experience.
The Solution
HCLTech, along with the client, incorporated Salesforce capabilities in their transformation journey by utilizing Salesforce Commerce Cloud to have B2C Commerce in place. 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: We successfully launched a new store in a record time of five months, anticipating over two million customers. We enhanced the customer service experience by leveraging Salesforce Order Management to efficiently manage order assistance, payment capture, returns, refunds and exchanges. Our integration with Azure iPAAS middleware, SAP, Google Analytics, CyberSource and more ensured seamless interaction with Salesforce CRM applications, improving overall functionality. Additionally, we provided customer opt-in features, product registration and gathered marketable end-user data to better serve our customers and drive business growth.
- Lightning Migration: We enhanced architecture, design and development on Force.com, migrating from Salesforce Classic to Salesforce Lightning. This streamlined the application use and improved auto lead management and jobsite creation. Over three months, a core team of 11 addressed 100 EPICS and user stories, enabling a 360-degree view of customer data across jobsites, accounts and opportunities. The migration also resulted in an intuitive UI and reduced process steps.
- Application Support: We provided comprehensive support for 13 Salesforce organizations, including Sales, Service, Communities, B2C Commerce Cloud, Chatbots, CPQ, Field Service Lightning and Pardot. Our integrations with BizTalk, Five9, ServiceNow, DocuSign, Nintex DocGen, SAP and QlikView ensured seamless functionality and enhanced operational efficiency.
The Impact
The client witnessed a multifold increase in customer engagement touchpoints with enhanced customer experience. Some of the benefits delivered through the partnership were:
- Consumers buying online increased by 18%
- 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
- End user adoption improved by 25% after SFDC Lightning upgrade
- 90% reduction on deployment issues
- 65% reduction in release cycle
