Customer journey to cloud transformation for a global lifestyle brand | HCLTech

Customer journey to cloud transformation for a global lifestyle brand

HCLTech and Salesforce combined to deliver better customer satisfaction and order management for a global lifestyle brand
5 min read
5 min read

Our client is a global lifestyle company with a unique portfolio of much-loved brands. Since 1649, they’ve been present in the daily life of many people, from homes to gardens and the wider outdoors. One of the leading premium lifestyle brands in gardening, cooking and emerging categories around the world, our client’s purpose is to increase human happiness in and around the home.

The Challenge

Navigating complexities to achieve customer satisfaction

Our client was facing many hurdles that were responsible for slower growth, including on the European language B2B trading portal and a long pending duplicate order issue with Middleware. There were also roadblocks in utilizing Conga (Apttus) Contract Lifecycle Management (CLM) for an automation initiative to reduce the licensing cost and improve client security. With the current B2C system and the new retail point of sales (POS) not synced, customer satisfaction was at stake.

The Challenge

The Objective

Integrating credit card capabilities in B2B and B2C architectures

As part of ongoing customer service improvements, our client wished to incorporate credit card capabilities for the B2B system into the B2C architecture. They also sought achieve a flawless sync between the new retail POS and the legacy B2C system.


The Solution

A holistic Salesforce solution story

As the sole engaged in the customer journey to cloud transformation. HCLTech Salesforce experts created detailed sprint backlog files, assuring status updates and scope management. HCLTech’s experts were also involved in considering various architectures in B2B, B2C, Marketing Cloud and Sales Cloud. We provided end-to-end solutions and support from strategy to implementation and sustenance services and provided a holistic solution with the following highlights:

  • B2B application: Salesforce Community Cloud integrated on top of Sales Cloud, and HCLTech successfully deployed five European languages for user-friendly interaction and fixed duplicate orders in SAP.
  • Sales Cloud: The OneConsumer application serves as the main repository that includes user data, marketing consent for emails and purchase history. We also facilitated data manipulation for source campaigns for timely maintenance of marketing programs on regular time intervals with stringent timelines.
  • Conga (Apttus) Contract Lifecycle Management: It is an end-to-end contract lifecycle management solution built to automate complex processes that involve multiple groups. We integrated users from multiple applications like Trade Portal and CRM with the CLM application for an automation initiative on reducing user license costing on individual users and reinforcing login authentication, which increases client security.
  • Service Cloud: HCLTech leveraged Service Cloud and implemented the case management functionality along with warranty management business.
The Solution

The Impact

Driving efficiency and satisfaction

In our pursuit of operational excellence, significant milestones have been achieved:

  • Realized a remarkable 50% reduction in manual efforts for agreement auto-renewals with the implementation of Conga CLM
  • Successfully elevated our B2B (CloudCraze) support to seamlessly handle an additional 600 orders per month, showcasing scalability and operational prowess
  • Experienced a substantial 20% boost in customer satisfaction levels, reflecting our commitment to delivering exceptional service and exceeding expectations
The impact