Life is Good® is an American apparel and accessories wholesaler, retailer, and lifestyle brand founded in 1994.
They required a scalable way to work with customer data and move data more efficiently cross-cloud. The company wasn’t able to automate reporting analytics. Life is Good wanted to give customers the information they required and an improved experience so their issues could be resolved quickly and efficiently.
Service agents were working with multiple platforms and Life is Good needed to simplify its processes and be more effective when dealing with customers. The brand sought to have customer and purchase order data in one central area for agents to access, removing the need to go into multiple screens to get visibility of the customer and their reason for contacting the service agent. The company wanted to have customer purchase and service data in Marketing Cloud to amplify the success of campaigns. In addition to these operational issues, training new agents was a time-consuming process.
“OSF were the only ones that had the at the ready ability to migrate information from Salesforce OMS and Commerce Cloud into Service Cloud. It also has the benefit of a great ticketing system to make it easy for our customer service agents to help our customers. This reduced our implementation costs and improved our implementation speed.”
KEITH CAMPBELL
Vice President, Operations, Life is Good
Personalized
Support
Orchestrated
Marketing
Campaigns
Personalized
Customer Journeys
Improved
Customer Service
Experience
Reduced Time
Generating
Reports
Reduced Onboarding
Time for New Agents
Increased
Customer Base
Improved
Experience for
Service Agents
30% Growth in
Business
Service agents will also now be able to order on behalf of shoppers and modify customer's order, resulting in increased client satisfaction with the overall process.