OSF Digital Empowers La Polar to Enhance its Customer Engagement Capabilities by leveraging Salesforce Cross-Cloud Solutions

LATAM retailer now delivers unified shopping experiences

Québec City, Canada – December 20, 2019 – OSF Digital, announced today that it has completed work upgrading a website for La Polar, a leading Latin American retailer. The fourth-largest department store in Chile, La Polar offers a wide range of products including clothing, accessories, sporting goods, beauty products, gifts, infant products, electronics, furniture, furnishings, and household products.

The retailer sought OSF’s assistance to help the company embark on a path towards increased customer satisfaction when shopping online and on mobile. La Polar also wanted to satisfy its need for more streamlined internal processes to increase its engagement with customers.

OSF Digital executed a multi-cloud strategy, first replacing La Polar’s existing aging solution by replatforming lapolar.cl to Salesforce Commerce Cloud, and then launching a mobile-responsive version of the commerce site. OSF implemented Marketing Cloud and enabled a product recommendation engine based on customer interactions, online behavior, and preferences. Taking a cross-cloud approach, OSF integrated Salesforce Commerce and Marketing Clouds, providing La Polar with the ability to send personalized and contextual campaigns to its customers based on information shared between both clouds.

La Polar now relies on a single marketing platform to manage all its promotional and behavioral emails. The retailer can better target its marketing efforts using Einstein for Marketing Cloud and can personalize and use Predictive Intelligence (PI) in its communications with customers as well as to unify the consumer journey. Also, it can retarget customers using Advertising Studio and create multi-step reengagement journeys by leveraging Journey Builder.

“A critical element that is very important for our technology stack strategy relates to our ecosystem of partners. We’ve discovered that OSF was not only there for us during the important implementation phases, helping us to overcome the challenges throughout the process, but we’ve also seen in them potential for future collaboration to secure and develop new business opportunities, not only in ecommerce but also in other areas related to financial services and other Salesforce platforms. These are opportunities that OSF and La Polar are exploring together,” says Rodrigo Cortes Pinto, CIO at La Polar.

“Our goal is to assist online merchants in delivering a customer journey that secures positive results – whether it’s increased sales, improved service, or enhanced customer engagement,” said Adriano Patrao, Senior Business Development Director – LATAM at OSF Digital. “Collaborating with La Polar on this replatforming and integration project has been an exciting experience that allowed us to flex our abilities in assisting large retail organizations to harness the full potential of Salesforce technologies.”