Faster orders and fewer delays delight lifestyle brand customers
Overview
A global lifestyle brand, known for their premium brands across gardening, cooking and outdoor living. The company’s mission to enhance happiness in and around the home relies on delivering seamless experiences to both B2B and B2C customers. As their digital landscape expanded, they partnered with us to reimagine their customer journey and transform order management through a holistic Salesforce-powered cloud ecosystem.
The Challenge
Despite strong brand equity, the client faced significant process inefficiencies. The European B2B trading portal lacked multilingual capabilities and was plagued by duplicate order issues due to middleware misalignment. Their Contract Lifecycle Management (CLM) system was underutilized, resulting in licensing inefficiencies and security risks. Furthermore, the disconnect between the B2C system and a new retail point of sale (POS) was impacting customer satisfaction and operational consistency.
The Solution
We delivered an end-to-end cloud transformation powered by Salesforce, integrating Sales Cloud, Service Cloud, Marketing Cloud and Community Cloud to enhance customer engagement, automation and security. Key highlights include:
- B2B optimization: Integrated Salesforce Community Cloud on top of Sales Cloud and deployed five European languages for enhanced user experience.
- Sales cloud: Unified customer data in the OneConsumer app, capturing marketing consent and purchase history. Enabled timely campaign management through automated data workflows
- CLM automation: Integrated Conga CLM with Trade Portal and CRM systems to reduce licensing costs, automate agreement renewals and enhance login authentication
- Service cloud: Implemented case and warranty management for a more responsive and structured customer support model
- POS-B2C sync: Aligned retail and legacy systems for seamless operations and better service continuity
The Impact
The transformation delivered measurable improvements in operational efficiency and customer experience:
- 20% increase in customer satisfaction, reflecting better consistency and faster service
- 50% reduction in manual effort for contract auto-renewals with Conga CLM
- 600 additional B2B orders per month handled efficiently through improved order management
Beyond the Numbers
By modernizing their Salesforce environment and automating key workflows, the lifestyle brand evolved into a more responsive and customer-centric enterprise. The integration of front-end experience with back-end efficiency enabled them to meet rising expectations while keeping operations lean.
Celebrating Success
This transformation highlights the role of intelligent cloud platforms in shaping superior customer experiences. Through strategic Salesforce implementation, we empowered the client to strengthen brand trust, improve engagement and create scalable digital foundations for future growth. Which resulted in happier customers, reduced costs and seamless service across regions.
