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Transforming and Unifying the Entire Commerce Ecosystem with Multi-Cloud Integrations

Bouclair Inc. is a privately owned Canadian company and lifestyle brand that offers home fashion and décor products including furniture, window coverings, bedding, lighting, home accents, wall décor and seasonal products both through its retail stores across Canada and online.

Bouclair were looking for a dynamic ecommerce solution since their previous platform was not delivering in terms of scalability, stability and performance. The absence of an integration with OMS was not allowing them to provide customers with a ’pick-up in store’ option which raised challenges in connecting the customer’s shopping experience online and in-store.

They embarked on a journey towards digital transformation having previously implemented OMS and PIM solutions, as well as Salesforce Service and Salesforce Marketing Clouds. Having all these platforms disconnected and therefore working in silos, resulted in Bouclair lacking a single view of the consumer and dealing with incomplete or duplicated customer data. Their goal was to become more customer-centric, better personalize communications with consumers, and provide unified commerce experiences.

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OSF implemented Salesforce Commerce Cloud taking a mobile-first approach. A modernized storefront template was built with the mobile user experience in mind and the ability to scale up and adapt to larger screens. Bouclair’s Commerce Cloud website was tightly integrated with their Order Management System to help enable omnichannel services through better service and return management, which improved inventory visibility and made available the Pick-Up in store option. Bouclair’s customers now can see suggestions for the closest store based on geo-location embedded directly on the product page and get an estimate for the time of delivery and shipping cost.

Additionally, OSF developed a custom solution that provides an optimized experience for Bouclair’s customers, Online Custom Cut Blinds Free Service, which allows shoppers to order blinds and curtains according to their specific measurements. Furthermore, OSF optimized Bouclair’s shopping cart & checkout process by implementing a multi-shipping feature, with home delivery or pick-up in store options, and automated pre-selection of the shipping service provider.

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OSF connected Salesforce Commerce Cloud with Bouclair’s existing Service Cloud by implementing OSF UnifyCOMMERCE, and leveraged Salesforce Marketing Cloud Connect to synchronize customer data from Service to Marketing Cloud. The purpose of this was to break down internal operational silos and foster omnichannel capabilities by enabling a single enterprise view of the consumer, across all platforms. Bouclair’s goal was to become more customer-centric by improving service and marketing communication, and connect the overall consumer shopping journey, online as well as in-store.

Thanks to this multi-cloud integration, Bouclair now have a 360-degree view of data in Service and Marketing Clouds. Service Agents can now quickly and efficiently resolve cases, and provide state-of-the-art support from a single location, as well as leverage Case Automation, Queue Management and Knowledge Base. With full visibility of the customers’ data and behavior insights in Marketing Cloud, Bouclair are now able to not only personalize, but individualize communication with consumers and unify the shopping journey across all touchpoints and channels.