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 across systems. The company wasn’t able to automate reporting analytics. Life is Good wanted to give customers the information they required and an improved experience with service issues resolved quickly and efficiently.
Service agents were working with multiple platforms, and Life is Good needed to simplify its processes to more effectively handle 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 Salesforce 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.”
Service agents can now order on behalf of shoppers and modify a customer's order, resulting in increased client satisfaction with the overall process.