Founded
1998
First Store
Essen – Germany
Industry
Retail
Number of Stores
450+
1968
Fort Lauderdale, FL
Retail
240+
Abstract
Implementing Salesforce Order Management to enhance Customer Experience for a leading Shoe Retailer.
Overview
Snipes USA is a leading eCommerce platform in the US, known for its wide range of internationally renowned sneaker and textile brands. Catering primarily to a young, digital-native customer base, it’s a hub for urban youth culture with over 90 brands, including popular ones like Nike, Adidas, and Jordan Brand.
The company also boasts its own brand, endorsed by celebrities such as DJ Khaled and Snoop Dogg.
Opportunities
The primary objectives for Snipes were to elevate the customer experience, address post-purchase requirements with minimal reliance on customer service representatives, and gain substantial insights from customer orders. These objectives were necessitated by the limitations of their existing Order Management System (OMS), which lacked certain essential features.
Perfaware
Strategy & Execution
→ The Salesforce Order Management System has been integrated into their existing business processes model to gain comprehensive control over order data.
→ Introduced a remorse hold feature that provides customers the flexibility to alter their orders post-purchase.
→ Implemented chatbot capability to address certain customer needs, reducing Contact Agent needs.
→ Salesforce Order Management (SFOM) has been configured to extract all order processing information from the existing OMS, ensuring it is consistently updated with the latest order state.
→ Salesforce reports and custom logic are harnessed to detect existing system gaps, thereby facilitating business improvement.
KPI:
- 30% Increase in Customer Satisfaction
- 24% Increase in CSR Efficiency
- 28% Call Deflected to Chatbots/Self Service
Customer Feedback
Our experience with Perfaware during our Salesforce Order Management rollout has been nothing short of amazing. Their team is not only highly knowledgeable but also truly dedicated to our success. They delivered value and features beyond what we expected in our initial talks, which have greatly benefited our business and our customers. They were always responsive and supportive, making the entire process seamless and enjoyable.
Michael Fulvio
Director of Customer Experience
Shop My Store
The goal of the Shop My Store initiative was to give customers the ability to filter products by availability within their local store to drive BOPIS purchases and get customers into stores. Improving the store level inventory latency and making it more real-time ensured customers could accurately see what’s at their local store. This, coupled with the BOPIS+ initiative, resulted in a 4% increase in BOPIS conversions.
It was absolutely critical to West Marine that shoppers know in advance that they can get their hands on those hard-to-find items, or critical parts prior to enjoying their weekend on the water. It has been both a differentiating factor against competitors and a motivating factor for customers to complete their BOPIS purchases.
BOPIS+
To accelerate BOPIS conversions, the WM van fleet’s daily drop-offs & pick-ups are being leveraged to quickly move products placed on orders for pickup in-store so that they can now be promised in as little as 1 day, improving on the performance of BOPIS orders, especially for those items that were on a periodic replenishment schedule.
Commerce Hub
Integration with Commerce Hub streamlined the drop-ship order process and allowed WM to now track vendor inventory within the system, and provide availability information to shoppers on the site, as if the inventory was WM-owned.
Payments
Overhaul of payment integration with AURUS and other payment providers thereby reducing payment discrepancies and allowing for more robust handling of payment exceptions.
Refunds Orchestration Overhaul
Returns and associated refunds were vastly improved to make sure customers were getting their proper refund amounts back on the correct method of payment.
Fill in the form below
To know more about the implementation
Sign up with your email address to receive news and updates.
Perfaware | Copyright © 2021, All Rights Reserved
Made with ❤ by filesie – The Digital Agency