A collaboration with ScS, the UK’s leading sofa and carpet retailer to galvanise their brand’s online profile by laying the groundwork to enable fast growth through the implementation of a new Salesforce Commerce Cloud (SFCC) powered online experience.
Salesforce Commerce Cloud (SFCC)
Originally founded in 1894, ScS are the UK's leading sofa and carpet specialist. With over 100 stores across the country and a strong online presence ScS offer a complete range of home furnishings including sofas, flooring, dining and occasional furniture to help their customers "create the home you love".
With work having commenced prior to our appointment, we needed to go back to the start and work closely alongside ScS to formulate a detailed and amplified vision for the project.
Taking the learnings of the work completed so far and combining them with customer and stakeholder research, we crafted an informed roadmap and scope that would underpin the ScS digital commerce strategy for years to come.
For a period of three months we worked onsite alongside key stakeholders and product specialists conducting discovery and strategic workshops that provided clarity in identifying challenges with the existing platform and highlighting opportunities to deliver a best-in-class user experience.
With the vision defined, we employed a collaborative, insight driven design process working alongside key stakeholders and preferred partners to devise an optimal customer experience whilst aligning with the technical requirements and reference framework of the Salesforce Commerce Cloud platform.
Delivered in two phases, the first phase was conducted onsite at ScS. With a view to rapidly prototyping the new functionality identified during the discovery and strategy workshops for stakeholder feedback and user testing. The second phase was conducted alongside the project delivery focusing on simplifying and optimising the customer journey across the buying journey. Enabling ScS to keep adapting to market conditions and learnings seen within the existing website.
With ScS already utilising Salesforce Commerce Cloud to power it’s digital commerce experience, it was a natural choice to remain on the platform. Prior to the delivery stage of the project we mobilised a team of Salesforce Commerce Cloud experts who worked alongside ScS, to not only deliver the project but, to ensure ScS were getting the most out of the platform itself. Streamlining the way they do business online.
With a large proportion of users visiting the site on a mobile device the experience was developed on top of Salesforce’s SFRA, mobile first framework which we then proceeded to comprehensively tailor towards the progressive requirements of the ScS business. To further the experience Salesforce’s Einstein artificial intelligence platform was employed to deliver a personalised commerce experience.
The launch of the new ScS digital commerce platform has not only provided a market leading customer experience but has empowered the ScS team as they embark on what is an exciting journey of growth in a highly active digital market.
Customers are met with a much faster and simplified buying journey across all devices, inspiring and guiding them through their next sofa or flooring purchase from the comfort of their own home, on-the-go, or wherever users desire.
For ScS the new platform unifies the e-commerce and online sales teams. The content creation and merchandising process has been drastically simplified through a restructure and simplification of the Salesforce Commerce Cloud implementation. Alongside this, the new platform provides the online sales team with a 360° view of the customer by integrating Salesforce Commerce Cloud with both the call centre and company wide ERP software.