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Use Case

LEVERAGING SALESFORCE COMMERCE CLOUD TO BOOST CUSTOMER EXPERIENCE FOR A VIDEO GAMING COMPANY
CUSTOMER PROFILE:
  • Industry: Communication & Media – Video Gaming
  • Headquarters: Washington, USA
  • Brand presence: Global
  • Employees: 6,000+ worldwide
CHALLENGES:
  • Outdated platform – One of the company’s subsidiaries, based in the UK, needed to migrate its 15 online stores from Magento and The Hut Group to a robust commerce platform.
  • Discontinued ecommerce services – With no services from their UK provider, the brand felt added pressure to re-platform to a better solution. The company decided to start the program by launching its MVP digital store.
  • Lack of complete ownership – Since the company’s products were being sold via third parties, headquarters wanted to bring those sales into their shops.
  • Disconnected systems – This kept the brand from offering a seamless customer experience. The ecommerce website and its loyalty program were not connected, and the brand was looking to provide an immersive user experience consistent with its image.
OBJECTIVES:
  • Inspired by the scalable ecommerce platform used by the company’s team in Japan and facing termination of actual ecommerce services, the company wanted to re-platform and provide users with a modern and seamless brand experience
  • They wanted to offer their customers the full experience of effortlessly navigating their platform, from their storefront to the loyalty portal
  • The brand wanted to transform its entire commerce ecosystem, starting with its 15 online stores in the UK
  • The company needed to move fast to deliver their new online experience due to the termination of support from their ecommerce provider
  • With a global footprint, the company wanted to build and execute a roadmap for future ecommerce rollouts
SOLUTION:
  • We replatformed to Salesforce Commerce Cloud SFRA and launched the MVP UK site. The solution was best for a company with frequent content updates, numerous brands, and recurrent product launches.
  • We will re-platform the remaining company sites to Salesforce B2C Commerce Cloud using a headless architecture approach.
  • We integrated the ecommerce platform with the company’s loyalty solution and Google Pay to provide easy navigation and optimize the customer journey.
  • Salesforce Commerce Cloud will elevate the digital shopping experience to help carry on the brand’s legacy. Custom functionalities, such as product bundles, allow the customer to see item details, create their bundle, and get a free accessory as part of the loyalty program.
  • Salesforce Commerce Cloud gives the company total control of the storefronts and a quick launch to market. The video game company can approve each product before it goes live.
RESULTS

Implementing and integrating Salesforce Commerce Cloud with the company’s loyalty solution provides end-to-end data access to each customer interaction. The new platform quickly and seamlessly integrated with its payment methods and loyalty solutions, enabling a faster go-to-market.

The company will obtain total ownership of online sales. Due to optimized and automated processes, they will be able to reduce manual processes and increase efficiency on their ecommerce initiatives.

The brand’s new platform offers customers an improved experience. Their customers now can schedule downloads for digital products and purchase with vouchers while using single sign-in functionality. The mobile-first approach will contribute to a delightful experience on all devices.

The video game brand will increase revenue and profitability and reduce the cost of platform ownership.

OSF Digital provided a fast go-to-market solution with a short deadline, solving the brand’s pain points and preparing it for growth with a scalable and flexible solution.

TECH STACK + THIRD-PARTY INTEGRATIONS:
Salesforce B2C Commerce
THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Want to provide your customers with a seamless, although complex, shopping experience
  • Have a complex commerce platform that is outdated and desire a new, flexible, and robust approach
  • Need to improve your B2C shopping platform and easily integrate it with your loyalty solutions
  • Want to increase automation and gather relevant data about your customers’ needs