We began the project by conducting workshops with Laurastar’s key stakeholders to identify pain points and potential solutions, analysing the current systems and processes with an eye for scalability given the increase in online demand. The team employed an agile methodology in developing, testing, customising, and implementing five cohesive Salesforce solutions.
One of the most important upgrades for Laurastar was implementing Salesforce Commerce Cloud to strengthen the performance of the ecommerce website. A web infrastructure that reliably delivers a smooth, quality experience for online shoppers is a major win for Laurastar and by also upgrading their customer service portal, leveraging Salesforce Service Cloud, Laurastar can more efficiently process customer order inquiries and issues.
By integrating with Commerce and Marketing Cloud, Laurastar’s customer service team now have a 360-degree view of customers who reach out for help or information about their orders. The customer’s complete profile can be easily accessed on one seamless platform, which displays both their order history and previous interactions with customer service. A new, robust live chat functionality for Laurastar’s website provides another upgrade to the online customer experience. The live chat includes shortcuts for communicating via WhatsApp and Facebook Messenger as well as a typical contact form.