Client Introduction 

Client is a prominent Spanish fast-fashion brand focusing on trendy clothing and accessories for women and men. They faced complications in providing their customers with omnichannel support. Also, they experienced difficulties in analyzing customer behavior. 

Problem Statement 

Client’s existing CRM doesn’t allow the e-commerce store’s UI customization for a unified online shopping experience across multiple devices (desktop, mobile, tablets). Further, they couldn’t track user behavior and analyze their preferences. This resulted in low engagement and a continuous decline in their conversion rates.

Our Solution 

ANTSOFT’s Salesforce experts custom-designed bespoke interfaces leveraging Experience Cloud to enhance the UI/UX of clients’ online store. Further, the team tailored existing features and functions and added new ones in Service Cloud to 100% alignment with clients’ specific business needs. Additionally, our team securely integrated the cloud solutions with clients’ exciting CRM for optimal workflow.

Tech Stack Used

Apex, JavaScript, Visualforce, Lighting Web Components, Salesforce Sites, APIs (REST, SOAP, Lighting Data Service and Community)

Results 

The Service Cloud enabled omnichannel support which helped the client to offer maximum convenience to their end-users (seamless purchasing from their preferred devices). On the other hand, Experience Cloud provided real-time customer data (clickstream, time on page, scroll depth, product interactions, CTRs). This potentially helped clients with targeted promotions to build stronger customer relations and boost conversions.

Key Successes

3x user engagement 

2x increase in online shopping 

50% increase in ROI

100% satisfied customers