case study
TaylorMade Golf
Driving Precision Operations: How TaylorMade Golf Unified Global Order Management, Repairs, and Inventory with Salesforce OMS
Founded
1979
Headquarters
California, U.S.
Industry
Sports Equipment, Retail
Executive Summary
As a global leader in high-performance golf equipment, apparel, and accessories, TaylorMade Golf needed an enterprise order management infrastructure capable of keeping pace with its rapid global growth and complex product offerings. Managing standard stock, custom-built equipment, and pre-orders across multiple regions created operational friction and limited inventory visibility.
To eliminate manual fulfillment bottlenecks and meet rising customer expectations for fast, transparent, and flexible service, TaylorMade partnered with Perfaware and Salesforce to modernize its order management architecture. Leveraging Salesforce Order Management System (OMS), Salesforce Data Cloud, Salesforce Payments, Annex Loyalty, and Klaviyo, Perfaware delivered a unified platform that streamlined complex order workflows, automated repair and warranty handling, provided real-time inventory visibility, and elevated the overall customer journey.
The Challenge
TaylorMade’s expanding global footprint highlighted several critical limitations in its legacy order processing ecosystem:
- Fragmented Order & Repair Workflows: Managing stock products, custom equipment, pre-orders, and repair requests through disconnected systems required heavily manual fulfillment processes, introducing operational inefficiencies and risk of error.
- Complex Service & Warranty Demands: Processing repair orders, whether linked directly to an original purchase or initiated independently, was cumbersome for customer service teams, slowing down turnarounds for custom and warranty replacements.
- Opaque Inventory Visibility: Restricted visibility across available-to-promise (ATP) stock, backorders, and incoming future inventory made accurate order promising difficult, often leading to fulfillment delays.
- Evolving Customer Expectations: Modern golf consumers expected a frictionless commerce experience, complete with real-time tracking, self-service order modifications, flexible payment methods, and integrated loyalty rewards – capabilities the legacy architecture could no longer support at scale.
The Solution
Perfaware designed and deployed an end-to-end, unified Order Management architecture built on Salesforce OMS and integrated seamlessly across TaylorMade’s digital tech stack.
Key Capabilities Enabled
Unified Order Capture & Automated Service Workflows
- Centralized Multi-Order Engine: Consolidated standard stock items, pre-orders, and complex repair requests (both with and without reference to an original order) into a single Salesforce OMS interface.
- Flexible Post-Purchase Capabilities: Enabled robust self-service and agent tools to handle Order On Behalf Of(OOBO), returns, exchanges, warranty replacements, Repair In Warranty, Repair out of Warranty, remorse holds and appeasement.
Real-Time Global Inventory Visibility & Accurate Promising
- Omnichannel Inventory Orchestration: Provided real-time visibility across current stock, backorders, and future incoming inventory pipelines to ensure precise order promising and dynamic fulfillment.
- Intelligent Fulfillment Logic: Configured automated First-In, First-Out (FIFO) order routing, split-shipment rules, remorse hold periods, and complex kit/bundle logic to optimize warehouse dispatches and reduce transit times.
Integrated Payments, Loyalty, and Customer Experience
- Secure Financial Processing: Integrated Salesforce Payments, Cybersource/Adyen, introducing hosted checkout options and secure “pay-by-link” capabilities for customer service agents handling custom repairs or replacements.
- Real-Time Loyalty Integration: Connected Annex Loyalty to ensure rewards, points, and promotional tiers were managed dynamically during purchase, modification, and return events.
- Data-Driven Communications: Linked Salesforce Data Cloud for unified 360-degree customer insights and integrated Klaviyo to power personalized, event-triggered order notifications across the entire post-purchase lifecycle.
Results & Business Impact
- Streamlined Global Operations: Automated order processing across stock, pre-order, and repair lines, significantly reducing manual intervention and accelerating warehouse dispatches.
- Enhanced Customer Transparency: Delivered real-time order tracking, flexible payment links, and instant event-based notifications, driving higher customer satisfaction and brand loyalty.
- Optimized Inventory & Order Promising: Real-time visibility into stock and future inventory pipelines enabled accurate promising and eliminated fulfillment bottlenecks.
- Seamless Service Execution: Empowered customer service agents with dynamic tools to process repairs, exchanges, and warranty replacements quickly, eliminating friction for high-value custom product lines.
- Scalable Infrastructure: Established a modern, extensible foundation capable of supporting TaylorMade's continuous global expansion, new product launches, and evolving omnichannel strategies.
- Multi-region Rollout with regional specific features: Designed toggles for new features which allows TaylorMade to selectively enable features at the appropriate time.
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