Bouclair Transforms its Online Business with OSF Digital and Salesforce

OSF Digital recognized in Salesforce Partner Innovation Awards

Québec City, Canada – June 18, 2019 – OSF Digital announced that it has partnered with Bouclair to transform the home décor brand’s online business by taking an innovative multi-cloud and multi-platform approach to enhance the company’s digital environment.

OSF replatformed Bouclair’s website to Salesforce Commerce Cloud to provide better scalability, stability, and performance. This implementation was performed taking a mobile-first approach using a modernized storefront template built with the mobile user in mind. An integration between Salesforce Commerce Cloud and an Order Management System was done to enable omnichannel services delivering improved service and return management as well as greater inventory visibility. The brand’s cart and checkout processes were optimized to offer a multi-shipping feature, automated preselection of a shipping provider, and estimates for the cost of shipping and time of delivery.

To help Bouclair break down silos between their internal operations and foster its omnichannel capabilities, OSF Digital implemented OSF UnifyCOMMERCE (Patent Pending). This product enables a single enterprise view of the consumer across all platforms to improve service and unify the customer shopping journey. The product synchronizes customer data, orders, and products, as well as abandoned cart details from Salesforce Commerce Cloud to Service Cloud and vice-versa providing Bouclair with a 360-degree view of the consumer.

As part of this multi-cloud integration strategy, OSF also synchronized commerce-related data from Service Cloud to Marketing Cloud to provide Bouclair with a single view of the consumer in Marketing Cloud. Commerce Cloud events trigger useful transactional emails sent from Marketing Cloud, including back in stock email messages and cart recovery notifications for abandoned baskets.

For this innovative work, OSF Digital has been named a recipient of the Salesforce Partner Innovation Award in the Customer 360 category. The award was presented at Salesforce Connections 2019, the customer engagement event of the year.

Bouclair has seen impressive results from the work that OSF has performed.

• By leveraging in-store inventory and real-time pick-up information and the estimated time of arrival on each PDP, sessions with cart-adds on Bouclair’s website have increased by 55%.
• With service agents now being able to quickly access complete customer profiles and provide more personalized support, from one single location, the company’s case efficiency has increased by over 30%.
• The enhancements that allowed Bouclair to obtain a single view of the consumer to then trigger transactional emails from Marketing Cloud enabled Bouclair to create more effective cart recovery strategy and reduce their shopping cart abandonment rate by 3%.
• Salesforce, Commerce Cloud, Service Cloud, Marketing Cloud, Connections and others are among the trademarks of salesforce.com, inc.

“This award recognizes the incredible teamwork that OSF’s Digital employees continuously demonstrate. We are all inspired to create leading solutions customized to exceed the needs of our valued clients,” said Gerry Szatvanyi, CEO of OSF Digital. “We’re always aiming to deliver work that makes a difference in advancing the commerce industry, so winning this award from Salesforce is a great honor that we all share.”

“The Salesforce Partner Innovation Awards celebrate the inspiring work that our partners do to drive customer success,” said Tyler Prince, Executive Vice President, Industries & Partners, Salesforce. “Companies of all sizes and across every industry need trusted partners as they embark on digital transformation journeys.”

Salesforce, Commerce Cloud, Service Cloud, Marketing Cloud, Connections and others are among the trademarks of salesforce.com, inc.