Québec City, Canada – January 14, 2019 – OSF Digital announced today that it has completed an exhaustive Salesforce multi-cloud project for Bouclair Inc, a privately owned Canadian company and lifestyle brand that offers home fashion and decor products both through its retail stores across Canada and online. OSF Digital’s mission was to transform and unify the entire commerce ecosystem and in order to achieve this goal they took an innovative multi-cloud and multi-platform approach.
As a part of the digital transformation of Bouclair’s digital environment, OSF replatformed the company’s website over to Salesforce Commerce Cloud in order to provide better scalability, stability, and performance. This implementation was performed taking an innovative mobile-first approach using a modernized storefront template built with the mobile user experience in mind and the ability to progressively enhance and adapt to larger screens. An integration between their Commerce Cloud and Order Management system was done to help enable omnichannel services through improved service and return management and greater inventory visibility. Bouclair’s cart and checkout processes were optimized by offering a multi-shipping feature, automated pre-selection of the shipping provider and estimation of the shipping cost and the delivery time. 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%.
Bouclair’s customer experience is now enhanced due to the addition of dynamic new features on the website, such as an online blinds and curtains configurator that allows users to order these products according to their specific measurements.
Furthermore, to help Bouclair break down internal operational silos and foster omnichannel capabilities, by enabling a single enterprise view of the consumer, across all platforms, to improve service and unify the customer shopping journey, online as well as in-store, OSF Digital implemented OSF UnifyCOMMERCE (Patent Pending). The product synchronizes customer data, orders, and products, as well as abandoned carts details, from Salesforce Commerce to Service Clouds and vice-versa, providing a 360-degree view of the consumer. 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%.
As part of the multi-cloud integration strategy, OSF also synchronized commerce-related data from Service to Marketing Cloud, to allow Bouclair to get a single view of the consumer also 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. These enhancements enabled Bouclair to create more effective cart recovery strategy and reduce their shopping cart abandonment rate by 3%.
The integration of Salesforce Commerce, Service, and Marketing Clouds empowers Bouclair to build personalized journeys, individualize communication with consumers and unify the commerce experience, online as well as in-store. With these implementations in place, Bouclair has experienced a sales boost of 36%.
“We’re happy to support Bouclair Inc. in their move towards a highly sophisticated method that caters to the needs of their valued shoppers through our multi-cloud integration expertise. The replatforming to Salesforce Commerce Cloud, as well as the multi-cloud integrations enable Bouclair to fully leverage Salesforce’s powerful technology and capitalize on its unified commerce efforts even further,” says Anna Petriv, VP, MultiCloud & Salesforce Alliance at OSF Digital. “Delivering exceptional customer service and connecting the consumer journey across all touchpoints represents the Holy Grail for merchants today, and this project is a solid example of how a thoroughly implemented multi-cloud integration strategy positions retail companies for success.”
“Bouclair is committed to delivering customer satisfaction, and this solution provides our support, sales and marketing teams with a solid platform to extend their activities. Having all our platforms communicate with each other helps us to better understand our consumers and provide them with richer shopping experiences,” says Peter Goldberg, President, Bouclair Inc. “Fully leveraging OSF’s expertise in multi-cloud integration and knowledge of the most efficient use cases for the retail industry, helps us gain efficiency, save time and use the data we’ve obtained from our customer base in a way that enhances their journey on our website.”
OSF Digital, winner of the 2018 Salesforce Lightning Bolt Trailblazer Award for Retail and Salesforce’s 2016 Partner Innovation Award in Retail, is a leading global commerce solutions company providing technology, consulting, implementation and online shop management services to emerging and premier brands, and merchants. Our agile approach allows us to scale global growth more quickly and enable companies to enhance the customer experience. With over 120 ongoing projects and eight years of worldwide deployments, OSF Digital delivers connected commerce solutions across channels, devices and locales. OSF has the following financial partners: HSBC and BDC, and Salesforce Ventures is an investor.