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Euronics was looking for a new innovation strategy, combining technical and procedural aspects in order to:
Bring the world of electronics to the Salesforce platform generally used in the fashion market
Increase customer retention and improve the supplier-customer relationship
Increase customer loyalty and improve the vendor-client relationship
Develop a dedicated Clienteling app integrated with the ecommerce site to be used on a tablet in the shop
Ensure more effective promotional methods for associates
Perform a timely analysis of Customer Care services
Retail Reply's, approach consisted of two phases, starting with a “quick win” and then proceeding with a more structured program in order to bring the highest possible added value in the shortest period of time.
Retail Reply built the solution on Salesforce, both for the E-commerce platform and the Customer Service module which are integrated with the OMS and the Task Manager (based on Oracle technology). The new architecture consists of:
A new E-commerce website, based on Salesforce Commerce Cloud
A new Customer Service module, based on Salesforce Service Cloud
The Order Management System and the Task Manager, readapted in order to communicate with SF instead of ATG (the previous system)
Two new App are in the Roadmap and will be delivered by December 2022
A mobile app B2C
A Clienteling App (for customer profiling, cross-sell/up-sell, omnichannel purposes… )
The Agile Methodology enabled the team to deliver value faster, with greater quality and predictability, and greater aptitude to respond to change.
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Euronics was looking for a new innovation strategy, combining technical and procedural aspects in order to:
Bring the world of electronics to the Salesforce platform generally used in the fashion market
Increase customer retention and improve the supplier-customer relationship
Increase customer loyalty and improve the vendor-client relationship
Develop a dedicated Clienteling app integrated with the ecommerce site to be used on a tablet in the shop
Ensure more effective promotional methods for associates
Perform a timely analysis of Customer Care services
The solution was built on Salesforce, incorporating both the E-commerce platform and Customer Service module, fully integrated with the Order Management System (OMS) and Task Manager, previously based on Oracle technology but reconfigured to work with Salesforce.
The new architecture includes a Salesforce Commerce Cloud-based E-commerce website and a Salesforce Service Cloud-based Customer Service module. The Order Management System and Task Manager were restructured to replace the previous ATG system with Salesforce integration. Additionally, two new apps are in development: a B2C mobile app and a Clienteling app for customer profiling, cross-sell/up-sell, and omnichannel capabilities, set for delivery by December 2022.
Agile Methodology played a key role, enabling the team to deliver high-quality, predictable, and adaptive solutions faster while maintaining the flexibility to respond to change.
Euronics now has a new innovation strategy, including a new E-commerce website, and a new Customer Service module, based on Salesforce Service Cloud. This has enabled Euronics to increase its conversion rate by +93%, its number of order per day by +27%, and reduce its website response time (page load average time) by 57.9%.