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Ensuring Meaningful Customer Engagement

La Polar is the fourth largest retail company in Chile with a total of 39 stores. The company sells a wide variety of products, such as clothing, accessories, sporting goods, beauty products, gifts, infant products, electronics, furniture, furnishings, and household products.

The company was using an outdated ecommerce platform that lacked basic commerce features & functionalities including mobile and the ability to recommend products based on a customer’s preferences. La Polar had to use multiple platforms to send transactional, behavioral & promotional emails, couldnt bring shoppers who abandoned carts back to the site, wasn’t able to create multi-step re-engagement journeys or reconnect with shoppers or engage in retargeting.

It lacked personalized & targeted communications with its customers and faced many additional challenges holding it back from making the most of its sales and marketing efforts.

“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.”

RODRIGO CORTES PINTO
CIO, La Polar

Maximizing La Polar’s Salesforce Multi-Cloud Investment
8%
REVENUE FROM EMAIL MARKETING
50%
INCREASE IN SESSIONS YOY
27%
INCREASE IN USERS YOY
17%
INCREASE IN CONVERSION RATE
28%
INCREASE IN TRANSACTIONS YOY
18%
INCREASE IN NEW USERS YOY
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THE POWER OF MULTI-CLOUD

OSF replatformed La Polar’s website to Salesforce Commerce Cloud, launched a mobile-responsive version of the site and implemented Salesforce Einstein to help the company offer an improved user experience for shoppers. OSF implemented Salesforce Marketing Cloud and enabled a product recommendation algorithm based on the visibility of all customer interactions, online behavior, and preferences. Commerce and Marketing Clouds were integrated to ensure more personalized and contextual campaigns.


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Additional multi-step re-engagement journeys to recover abandoned carts are occuring by further leveraging Journey builder and the power of predictive intelligence. Advertising Studio was used to help La Polar reconnect with customers & perform retargeting.
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A SINGLE, CENTRALIZED LOCATION FOR DATA

La Polar now has one area to view and act upon data obtained from customer interactions with all of its channels, devices, and systems. Watch this video testimonial that features the many benefits their business has gained as a result of taking a multi-cloud approach. *Subtitles are available in English, French and Spanish.

GET THE FULL SUCCESS STORY