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Farfetch

A Single & Rich Customer View

FARFETCH Limited is the leading global platform for the luxury fashion industry, connecting creators, curators and consumers. Founded in 2007 by José Neves for the love of fashion and launched in 2008, FARFETCH began as an e-commerce marketplace for luxury boutiques around the world.

FARFETCH relies on Salesforce Community, Marketing, Sales and Service Clouds to support its services. To increase the adoption of Salesforce solutions and leverage its capabilities, FARFETCH decided to engage in a project that aimed to increase operational efficiency, strengthen customer relationship management and view all customer data in one place.

“OSF Digital helped us gain a comprehensive customer view that allowed our reps to become more efficient and empowered them to provide enjoyable and relevant experiences to our valued customers.”

Sofia Florentino
CRM Apps Manager, FARFETCH Limited

LEVERAGING A SINGLE CUSTOMER VIEW TO DELIVER RELEVANT AND PERSONALIZED EXPERIENCES

Farfetch mockup

To provide FARFETCH with more accurate and complete customer data, OSF Digital reorganized the company’s Sales Cloud, and implemented the Single Customer View that encompassed UI and UX enhancements to Customer view pages, centralizing existing data from Salesforce CRM in one page, designing a new Salesforce customer detail page and providing FARFETCH with an improved view of customer data.

 

FARFETCH NOW HAS A SINGLE SOURCE OF TRUTH – A CENTRALIZED VIEW OF ALL CUSTOMER DATA THAT HELPS THEIR BUSINESS REPS:

 
  • Reduce the time spent on searching for customer information.
  • Deliver relevant and personalized experiences to customers.
  • Leverage complete customer profiles centralized in one layout.
  • Grow customer loyalty and boost sales.
  • Interact with its customers in a productive, efficient way.

DOWNLOAD THE FULL CASE STUDY FOR MORE ABOUT THIS PROJECT

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