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Laura Canada

Personalizing Experiences With Customer 360

Ever since Laura Wolstein defied convention and opened her own business—30 years before women even had the right to vote—Laura Canada has empowered and uplifted women. Founded in 1930, the family-owned women’s fashion company carries two brands: Laura and Melanie Lyne. Based in Quebec, Laura Canada designs, produces, markets and distributes clothing and accessories across Canada. The company operates more than 140 stores and a successful ecommerce website.

As its retail footprint grew through new physical stores and digital channels, Laura Canada needed to ensure it could deliver personalized customer service at scale. The retailer wanted to offer personalized shopping experiences and customer service through its digital channels, and this transformation needed to happen fast.

“I would recommend OSF as a great partner to take you through your digital transformation journey. I think the holistic view that they bring of our different ecosystems is important. It allows us to implement new functionality for our customers and do it quickly with a fast go-to-market strategy.”

Elie Bengio
Vice President of IT, Laura Canada

DELIVERING A RICH, PERSONALIZED ONLINE SHOPPING EXPERIENCE
400%
GROWTH IN ONLINE SALES IN 3 YEARS
30%
ONLINE SALES PROMPTED BY MARKETING CLOUD MESSAGES
360°
VIEW OF CUSTOMER DATA ACROSS SYSTEMS
Laura Canada

OSF Digital created a responsive storefront for Laura Canada on Salesforce Commerce Cloud with multiple delivery and payment options. We also integrated Commerce Cloud, Marketing Cloud, Service Cloud, and its Aptos CRM platform to centralize customer data across systems for a Customer 360 dashboard. With this 360-degree view of customers — from purchase history to browsing — Laura Canada can deliver an optimized shopping experience while improving its operational efficiencies for a sustainable, scalable business model.

Laura Canada now engages with customers in a more personal way with these enhanced customer service capabilities:

handle orders

Handle orders on behalf of customers

resolve issues

Resolve issues faster with more visibility on orders

upsell

Upsell and cross-sell based on a customer’s interaction history

Laura Canada
Laura Canada image

EXCEEDING CUSTOMER EXPECTATIONS USING CROSS-CLOUD INTEGRATIONS

Now with its modern online shopping functionalities, the company has seen fewer shipping returns, better reconciliation of in-store and online sales, and an overall elevated perception of the company’s brand.

OSF Digital continues to provide support, maintenance and evolution services to enhance Laura Canada’s Customer 360 solution and take personalized communications further.

DESCARGA EL CASO DE ÉXITO COMPLETO PARA SABER MÁS SOBRE ESTE PROYECTO

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