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A Full-Scale,
Multi-Cloud
Transformation

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

OSF Digital has provided full customer visibility for Life is Good

Improved service

Personalized
Support

Reduces support time

Orchestrated
Marketing
Campaigns

Increased satisfaction

Personalized
Customer Journeys

improved customer service

Improved
Customer Service
Experience

Faster case resolution

Reduced Time
Generating
Reports

reduced onboarding time

Reduced Onboarding
Time for New Agents

increased customer base

Increased
Customer Base

improved experience for service agents

Improved
Experience for
Service Agents

growth in business

30% Growth in
Business

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LIG schema
 
 
OSF implemented Salesforce Service Cloud and performed customization for Process Automation, Service Analytics, and Data Import/Expert. It also handled Channel Setup and Management for Email-to-Case, Phone-to-Case, Web-to-Case, and Live Chat, Omnichannel Supervisor, Knowledge Base and, Milestones & Entitlements.


OSF Digital also performed the cross-cloud integration of Salesforce Commerce, Services, OMS and Marketing Clouds for consumer data sync (guests & registered customers), abandoned carts, and removed products from cart from Commerce to Service and Marketing. On-demand Order Search from OMS to Service to improve storage limits, Orders and Order Products Import, including historical data, from OMS to Service, and synchronized consumer purchase and service information to Marketing Cloud using Marketing Cloud Connect.


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GAINING THE ABILITY TO ORDER ON BEHALF OF CUSTOMERS

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.

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