Business Context
For modern customers, a mobile app for online shopping is pivotal as it offers quick access to a wide range of products, personalized recommendations and efficient payment options on the go. It plays a significant role in uplifting customer satisfaction quotient as it tailors delightful experiences via a user-friendly interface. With Salesforce Commerce Cloud, retailers can enhance their digital presence and drive business growth with scalable and secure e-commerce mobile applications.
Mastek decomplexed omnichannel experiences for a famous British retailer with Salesforce Commerce Cloud implementation services.
The Client
A leading British retail company with a global presence in clothing and homeware products. This client has over 400 stores all over the world and more than 20 million clothing and home customers globally with over 4 million app users.
The Challenges
Need to add new features and drive smooth third-party integrations to gain an edge in the online shopping space.
- Performance and security improvements, and website production support leveraging SFRA architecture and mobile application for India region.
- Improvement of site performance, security, and reliability with speed to market, innovation, and retail industry best practices.
- Provide customers with an option to get their order delivered at the nearest store and to pick up the same at their convenience.
- Build dynamic landing pages that are easy to manage without the developer’s help.
- Performance and security improvements, and website production support leveraging SFRA architecture and mobile application for India region.
- Improvement of site performance, security, and reliability with speed to market, innovation, and retail industry best practices.
- Provide customers with an option to get their order delivered at the nearest store and to pick up the same at their convenience.
- Build dynamic landing pages that are easy to manage without the developer’s help.
The Solution
Mastek, a trusted Salesforce partner, implemented the Einstein recommendation feature to cater to the client’s requirement of adding personalization in every customer journey.
- Configured OCAPI and implemented custom OCAPI hooks for mobile app.
- Introduced a ‘Click & Collect’ functionality within the mobile app, offering shoppers the flexibility to have their orders delivered to their nearest store for convenient and hassle-free pickup.
- Built dynamic pages leveraging the Salesforce Commerce Page Designer and creating multiple custom components to help merchandisers.
- Implemented the Freshchat, a support chat system to provide users an option to chat with the customer support team.
- Implemented Adobe & Firebase analytics, and Affise pixel tracking to capture user’s browsing and transactional activities. With this, the client was able to better understand the customer behaviour and draft strategies to improve the order conversion and customer retention.
- Delivered multiple enhancements for browse, cart and checkout pages.
- Implemented push notifications for mobile app to show the clickable pop-ups to user’s mobile device.
The Solution
Mastek, a trusted Salesforce partner, implemented the Einstein recommendation feature to cater to the client’s requirement of adding personalization in every customer journey.
- Configured OCAPI and implemented custom OCAPI hooks for mobile app.
- Introduced a ‘Click & Collect’ functionality within the mobile app, offering shoppers the flexibility to have their orders delivered to their nearest store for convenient and hassle-free pickup.
- Built dynamic pages leveraging the Salesforce Commerce Page Designer and creating multiple custom components to help merchandisers.
- Implemented the Freshchat, a support chat system to provide users an option to chat with the customer support team.
- Implemented Adobe & Firebase analytics, and Affise pixel tracking to capture user’s browsing and transactional activities. With this, the client was able to better understand the customer behaviour and draft strategies to improve the order conversion and customer retention.
- Delivered multiple enhancements for browse, cart and checkout pages.
- Implemented push notifications for mobile app to show the clickable pop-ups to user’s mobile device.
MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.
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Client, XYZ Company
The Outcome
“We were in desperate need of a single source of truth for many years, and it’s finally here,” said Ortiz. “MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.”
Ortiz and her team are now working with MST to create an agent service desk in Salesforce. “My company has no concerns because as soon as I said, ‘Oh yeah, my team from MST is going to build this,’ there was a sigh of relief,” concluded Ortiz. “I want MST around forever. They’ve given me the biggest feather in my cap because this has been a painful problem for many years. I can say with confidence that this has made me and my team a lot more important and influential at Liveops because we provided a solution that works, something that improves people’s experiences.”
The Outcome
With the mobile application, the leading retailer is able to improve customer engagement and brand loyalty with innovative features such as personalized content, push notifications about offers and more.
With Mastek as their trusted partner for Salesforce Cloud implementation, the client realised the following advantages:
- Successful migration of Order Management System without impacting the user experience.
- Enhanced merchandiser experience with the capability to manage the dynamic pages through a business manager.
- Enhanced customer experience with the enablement of multiple features like – Buy Online Pick from Store, Chatbot integration, Auto OTP read and Push notifications on the mobile app.
- Successful migration of Order Management System without impacting the user experience.
- Enhanced merchandiser experience with the capability to manage the dynamic pages through a business manager.
- Enhanced customer experience with the enablement of multiple features like – Buy Online Pick from Store, Chatbot integration, Auto OTP read and Push notifications on the mobile app.
“We can now deliver value as fast as the business needs it. As a result of the continuous improvement steps, we have really leaned into transitioning existing processes into Salesforce,” said Spratling. “Salesforce really shines when it comes to adding bells and whistles. Just a few examples include help desk tickets, purchase orders, and billing.”
The project, which was completed in several phases, helped ASLD optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission. The agency is better connected to their customers, which allows employees to more easily service and respond to customers’ needs. Since the launch of the system, paper applications have been reduced by 95% and end-user adoption rates have increased to 98%.
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