Life is Good Embarks on a Journey Towards a Full-Scale Multi-Cloud Transformation
A Full-Scale, Multi-Cloud TransformationDownload the Full Success StoryLife 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.”
KEITH CAMPBELL
Vice President, Operations, Life is Good
Text 'A CUSTOMER 360 SOLUTION' presented on a vibrant teal background.Central heart icon connects user search, shopping cart, product cube, and branching data points.OSF implemented Salesforce Service Cloud and performed customizations. We also handled channel setup and management for Email-to-Case, Phone-to-Case, Web-to-Case, and Live Chat, and we set up a Knowledge Base.OSF Digital also performed the cross-cloud integration of Salesforce Commerce, Service, OMS and Marketing Clouds to sync consumer data across Commerce, Service and Marketing systems. The marketing team has visibility on purchases and service information, and service agents can view orders.Woman in 'Better Together' shirt speaks, beside a list of customer service channels.
OSF DIGITAL HAS PROVIDED A 360-DEGREE CUSTOMER VIEW FOR LIFE IS GOOD
Personalized Customer Journeys
Orchestrated Marketing Campaigns
Increased Customer Base
IMPROVED CUSTOMER SERVICE EXPERIENCE
Service agents can now order on behalf of shoppers and modify a customer's order, resulting in increased client satisfaction with the overall process.
Life is Good Embarks on a Journey Towards a Full-Scale Multi-Cloud Transformation
