For over 30 years, this client has been a leading provider of software and integrated solutions for audio and video content creation and management, catering to the entire value chain in the global media industry.
The Challenge
To deliver seamless omnichannel experience for eCommerce customers through a scalable, reliable and flexible B2B and B2C e-commerce platform, providing 360-degree customer view.
The Solution
Persistent leveraged Salesforce Commerce Cloud and Community Cloud to unify user experience across different B2B and B2C customer touchpoints through an improved and unified responsive design UX.
This resulted in comprehensive support for e-commerce functionalities like storefronts, product bundles, pricing, promotions, service orders, payment gateway, checkouts, etc. Using flexible configurations like multi storefronts, multi-language translations, and multi-currencies, the Persistent team was able to simplify processes, personalize buying experiences, and drive conversions.
Persistent helped the client deliver seamless omnichannel experience with guided selling and 360-degree view of customer data by integrating processes and data. The client could easily deliver connected and cohesive customer experience from product discovery to product delivery by leveraging a single source of truth.
The Outcome
Salesforce Sales Cloud and Commerce Cloud implementation provided bulk ordering support, increasing sales revenue up to 40%. The client enhanced customer communication services and achieved 25% reduction in customer service channels like phone or email for placing orders. By enabling new products and SKUs with bundles, pricing and promotions, the client was able to accelerate time-to-market and adapt to changing customer demands.
