Business Context
Following the e-commerce route to strengthen the customer base is a proven formula for success for plumbing and lighting retailers. The e-commerce stores and websites make it convenient for the customers to view and compare the retailers’ services and take informed decisions while on the move. Salesforce Commerce Platform is a flexible and reliable platform for the retailers to kickstart their e-commerce journey. Partnering with an experienced provider such as Mastek can help them realize their goals – improved productivity, better sales and conversions, best-in-class shopping experiences and optimized costs.
Mastek decomplexed the client’s move to the online selling space and guided them to harness the exact potential of the digital storefronts.
The Client
A family-owned Canadian retailer of lighting and plumbing with over 30 showrooms and warehouse locations offering the wide range of high-quality brands to design-conscious consumers, designers and trades in Canada.
The Situation
Need to create online presence and attract savvy customers.
- Greenfield implementation of a new website leveraging Salesforce Commerce Cloud (SFCC) to sell the products online.
- Implement custom pages where retail users and professionals can interact for products selection.
- Integration with various third-party systems for shipment, payment, order management, analytics, and marketing campaigns.
- Manage separate pricing for retail shoppers and professional buyers.
- Greenfield implementation of a new website leveraging Salesforce Commerce Cloud (SFCC) to sell the products online.
- Implement custom pages where retail users and professionals can interact for products selection.
- Integration with various third-party systems for shipment, payment, order management, analytics, and marketing campaigns.
- Manage separate pricing for retail shoppers and professional buyers.
The Solution
Mastek offered comprehensive services to the client making it hassle-free to drive the online sales whilst we created and maintained responsive digital storefronts for them.
- End-to-end implementation of responsive web application leveraging Salesforce B2C Commerce where the deliverables include the user experience (UX) design, web application development, functional and integration testing, security & code audit by Salesforce and launch.
- Developed custom pages where professionals and customers can collaborate on item selection, share feedback for selected items and take purchase decisions for commercial or residential projects.
- Custom Cartridge development for 3rd party integrations for payments, shipping, blogs, marketing, and analytics.
- Dynamic customer groups configurations and customization to assign the different prices on customer login.
- Custom OMS integration with business-specific order status handling.
- Configuration of Google Analytics and Tag Manager along with reports and dashboard setup to capture the various browse and action events.
- Custom implementation to sync the customer and order data between website and ERP.
The Solution
Mastek offered comprehensive services to the client making it hassle-free to drive the online sales whilst we created and maintained responsive digital storefronts for them.
- End-to-end implementation of responsive web application leveraging Salesforce B2C Commerce where the deliverables include the user experience (UX) design, web application development, functional and integration testing, security & code audit by Salesforce and launch.
- Developed custom pages where professionals and customers can collaborate on item selection, share feedback for selected items and take purchase decisions for commercial or residential projects.
- Custom Cartridge development for 3rd party integrations for payments, shipping, blogs, marketing, and analytics.
- Dynamic customer groups configurations and customization to assign the different prices on customer login.
- Custom OMS integration with business-specific order status handling.
- Configuration of Google Analytics and Tag Manager along with reports and dashboard setup to capture the various browse and action events.
- Custom implementation to sync the customer and order data between website and ERP.
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
Mastek empowered the client to dominate the online selling space; reel in more conversions with customized and responsive storefronts.
- New channel enablement for the client to sell their products online.
- Enabled designers and traders to serve their customers better through online project collaboration and hence enhance the overall customer experience.
- Enabled the marketing team with user’s activity data and reports to analyze the customer’s behavior and leverage the same to build strategy to improve the order conversion and reduce cart abandonment rate.
- New channel enablement for the client to sell their products online.
- Enabled designers and traders to serve their customers better through online project collaboration and hence enhance the overall customer experience.
- Enabled the marketing team with user’s activity data and reports to analyze the customer’s behavior and leverage the same to build strategy to improve the order conversion and reduce cart abandonment rate.
“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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