One of my best Salesforce Commerce Cloud Customers...

I want to share with you my experience working with one of the biggest retail customers in Canada who is using Salesforce Commerce Cloud . Although I cannot reveal the name, this customer is the largest retailer of books in Canada and has been in business since 1996. They operate 88 superstores and 179 mall stores across the country and also have a thriving online store where they sell books, gifts, videos, and DVDs. It was a privilege to work with them and help them achieve their goals.?

Let's start with The Big SKU Problem that they had.

This client was currently facing a challenge in managing its extensive product catalog and synchronizing various aspects such as inventory, prices, promotions, and SKUs. While their existing in-house solution was initially effective, it is now proving inadequate to handle the complexities arising from the seamless integration of many physical stores and an extensive online storefront. However, this presents an excellent opportunity for the client to partner with a comprehensive solution provider who can help them overcome these challenges and pave the way for a more agile approach to inventory management, pricing strategies, and promotional activities. With the right solution partner (yes, we, Royal Cyber Inc. ), the client can ensure optimal functionality and a streamlined approach to their operations.

So, how did Royal Cyber Inc. solve it?

Royal Cyber Inc. has expertly conducted a comprehensive analysis of the existing software application architecture. Our team strategically identified reusable business components, which will optimize development time and prevent unnecessary reinvention. We have created a solution that addresses the unique challenges posed by the client's ambitious project, focusing on scalability, real-time synchronization, and efficient management of a vast product catalog. We are confident that our solution will exceed expectations and deliver exceptional results to the client.

To be honest, here is actually what we did,

• We performed a comprehensive evaluation to pinpoint business components that could be reused, which helps enhance development efficiency while also avoiding redundant work.?
• We successfully designed and implemented an efficient system that facilitates real-time synchronization of price books and inventory. The system is highly adaptable to meet dynamic business requirements and can handle frequent imports seamlessly.
• Royal Cyber Inc. crafted a revolutionary storefront infrastructure with cutting-edge coding techniques, empowered to manage an impressive 20 million SKUs and deliver unmatched search proficiency.
• By implementing customized and integrated solutions, we simplified the process of complex checkout scenarios like Ship to Store and Express Pickup, making it easier for customers to complete their purchases efficiently.
• Experience a personalized journey from product discovery to checkout with tailored customizations that cater to your unique needs.
• To accommodate our demanding timelines and ensure a high level of quality, we made the strategic decision to adopt an agile development approach. This methodology allowed us to break down the project into smaller, more manageable tasks, allowing us to make adjustments as needed. By working in short sprints and holding regular stand-up meetings, we could stay on top of our progress and quickly address any issues that arose. This approach allowed us to meet our deadlines and deliver a superior end product.
• The complex process of promoting products requires high customization to meet specific business needs. To achieve this objective, deviating from the standard engine of Salesforce Commerce Cloud (SFCC), commonly known as the Out-of-the-Box (OOTB) engine may be necessary. This deviation should maintain the efficiency of the promotional process. By managing the customization process, businesses can ensure that their promotions are tailored to their specific requirements while maintaining efficiency.
• During the development and QA phases of a native mobile app, I successfully tackled challenges that could have led to duplication efforts. This allowed for a more streamlined and efficient process, ultimately leading to a successful end product.
• Our team has implemented an efficient session synchronization mechanism that ensures a seamless user experience across multiple applications. Our solution guarantees consistent data flow and eliminates any potential disruptions that can cause interruptions to the user experience. We stand by the effectiveness of our approach and are confident that our users will enjoy a smooth and uninterrupted experience.

The Result

• We identified and reused existing components for efficient development.?
• We have achieved real-time price books and inventory synchronization.?
• We implemented scalable architecture for handling 20 million SKUs.?
• We streamlined complex checkout processes with integrations for various use cases.?
• We successfully addressed intricate user journeys from PLP to Checkout.?
• We delivered the solution within stringent timelines.?
• We optimized the promotion engine for flexibility.?
• We have efficiently handled challenges with a native mobile app.?
• We implemented cross-app session synchronization for a cohesive user experience.?

This helped them achieve the following:

• Conversion Rate: An upwards of 8% conversion rate was achieved during Black Friday, an improvement from last year’s by more than 4%.
• Customer Satisfaction: Their recent releases have positively impacted our online CSAT, with negative comments trending downwards.
• Call Centre Volume: The current volume of calls received by the call center about site experience has reached an all-time low, comparable to the pre-pandemic era. Discover how we empowered them to achieve their goals. Reach out to me at [email protected] to learn more.