case study
Reimagining Commerce and Hair Care:
Farouk Systems’ Digital Transformation with Salesforce
Founded
1986
Headquarters
Houston, TX
Industry
Consumer Goods
Number of Locations
145+
Abstract
To support Farouk Systems growth and elevate their customer experience, Perfaware led a comprehensive digital transformation initiative. This included implementing Salesforce Order Management and Salesforce Service Cloud, integrating systems via MuleSoft, enhancing the user experience of the Salesforce Commerce Cloud (SFCC) storefront, and launching a dynamic Hair Quiz for product personalization.
Overview
Farouk Systems, the parent company of the globally recognized CHI® and BioSilk® haircare brands, is a trailblazer in professional haircare innovation. With a strong presence in over 145 countries, Farouk Systems aims to provide high-quality, sustainable, and salon-grade products directly to consumers and professionals. As the brand evolves to meet the expectations of modern digital shoppers, Farouk has embarked on a journey to deliver personalized, seamless, and efficient commerce experiences across all channels.
Perfaware Strategy and Execution
The Perfaware team worked in partnership with Farouk Systems in a phased, integrated approach to modernizing Farouk’s commerce and service operations:
- Salesforce Order Management was implemented to centralize order capture, payment processing, fulfillment orchestration, and returns across B2C and B2B channels.
- Salesforce Service Cloud was rolled out to give agents a 360-degree view of customers, enabling quicker, more accurate responses to service requests
- MuleSoft was leveraged to create a flexible integration layer between Salesforce, SAP, and third-party logistics partners, ensuring real-time synchronization of orders, inventory, and shipment data.
- The SFCC storefront underwent a UI/UX modernization, aligning with CHI and BioSilk’s luxury brand identity. This included mobile-first design, optimized page speed, and intuitive navigation.
- A custom-built Hair Quiz was implemented to guide customers through a series of questions about hair type, goals, and challenges. The quiz dynamically recommended the best-fitting CHI and BioSilk products, boosting personalization and product discovery.
Opportunities
- Fragmented order and customer service processes led to delays and inefficiencies in handling customer inquiries and fulfillment.
- The existing Salesforce Commerce Cloud storefront needed modernization to reflect the premium nature of CHI and BioSilk brands.
- Limited cross-system connectivity hindered operational scalability and visibility into orders.
- Lack of personalization made it difficult to match customers with the right haircare products, reducing conversion rates.
- Customer service teams lacked a unified view of customer data and order history, increasing handle time.
From the beginning, they took the time to thoroughly understand our business objectives, existing technology landscape, and the specific pain points we were facing across departments. Their team brought not only technical excellence but also a consultative mindset that helped us shape the right long-term solutions.
Thanks to their work, we’ve seen greater system efficiency, faster response times, and a smoother customer journey across all touchpoints. Perfaware has truly helped us unlock the full potential of Salesforce.
The result is a unified and scalable digital ecosystem that will power Farouk Systems to deliver faster fulfillment, stronger customer support, and a more engaging online experience tailored to individual haircare needs.
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