case study
Callaway Golf
Founded
1982
Headquarters
USA
Industry
Retail
Abstract
Topgolf Callaway Brands (TCB) chose to embark on a digital transformation to modernize their ecommerce and order management capabilities for their Asia Pacific region. Their Japan and Korean partners would be the first major divisions of TCB to move from their Hybris eCommerce and Order Management solution over to a solution based on Salesforce Commerce Cloud and KIBO Order Management. They needed an experienced partner who could excel at delivering transformational solutions across both the eCommerce and Order Management footprints simultaneously, and Perfaware was the vendor they brought on to meet those challenges.
Overview
Topgolf Callaway Brands made an important decision to modernize their eCommerce and Order Management capabilities in one of their fastest growing regions, that being the Asia Pacific region. Their Japan and Korean D2C sites had been deployed on a legacy eCommerce/OM solution based on Hybris which was chosen years ago for its tight integration with SAP. They decided a more robust eCommerce platform and OMS was needed to deliver more Digital Commerce capabilities that could drive new and important initiatives more readily, such as their trade-in/trade up initiative, and their custom club/make-to-order initiative.
To do so they decided on migrating from their legacy Hybris system and deploying a more robust eCommerce and order management solution based on Salesforce Commerce Cloud (SFCC) integrated with Kibo Order Management for their order orchestration platform. The new requirements placed upon the joint solutions included those needed to support the sale of both new and used products, as well as customized products made-to-order. The orders captured in the eCommerce platform needed to be ingested into Kibo where all the orchestration occurred routing the orders to one of two SAP systems that were used to fulfill both their apparel line of products, and their specialty branded golf products.
Perfaware was chosen to work closely with the SFCC SI and the Kibo professional services organization to define the scope and requirements with Topgolf Callaway Brands, and coordinate between the different initiatives to deliver the end solution. Perfaware’s skills in Salesforce and KIBO were instrumental in preparing an accelerated Digital Commerce rollout roadmap for TCB.
Opportunities
- TCB chose to implement both SFCC and KIBO in parallel which made hitting all of the dates challenging given there were two distinct SI’s and project plans involved.
- Perfaware worked closely with TCB’s chosen partners for SFCC to coordinate the plans and to synchronize the work streams to meet one another’s key milestones dates.
Business Outcome
- The Kibo 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.
- Kibo OMS has been configured to extract all order processing information from the existing OMS, ensuring it is consistently updated with the latest order state.
- Kibo reports and custom logic are harnessed to detect existing system gaps, thereby facilitating business improvement.
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