Our client - a large international retailer with a network of offline and online stores around the world with headquarters in the UK - uses a legacy system for their online stores. The client came up with the idea that the system was no longer satisfied the needs of the company. At the same time, the client was concerned about the high degree of integration of the current solution with CRM and ERP.
After the phase of collecting business requirements, we came to the conclusion that the best solution covering all the needs of the client would be Salesforce B2C Commerce Cloud.
Based on the requirements our team suggested the following:
-Integration with major data sources and systems such as SAP with the accounting, inventory, and order management systems, as well as with Service Cloud. The team has used SAP Hana to integrate SAP BI with Salesforce as the only source of all information about offline and online sales. During the development of templates and behavior scenarios it has obtained not only to cover all the original functional modules but also to further expand the capabilities of online stores and the relevance of their information about the availability of goods, including through integration with the warehouse in SAP.
-For order management, the team has configured an integration with Commerce Cloud and Service Cloud. The problem of lack of order data has been solved primarily for the service team, as well as a sufficient amount of information for offline retail for each client and the status of his loyalty program.
-Marketing Cloud Social Studio integration with LinkedIn and Facebook, which allows a better engagement with customers coming from social networks.
-Email templates builder configuration to let the client create emails and integrate them with Marketing Cloud.
The rejection of the legacy product has significantly lightened up the load on the internal team.
Redistribution of time to higher priority tasks
The client has focused on the development of marketing tools and deep analytics and devoted significantly less time to supporting the e-commerce system.