case study
Snipes order management system optimization
Founded
1998
Headquarters
Essen – Germany
Industry
Retail
Number of Locations
450+
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.
KPI
- 30% Increase in Customer Satisfaction
- 24% Increase in CSR Efficiency
- 28% Call Deflected to Chatbots/Self Service
Business Challenge
- 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.
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