HIC Amplifies Upsell And Delivers Customer Delightment For A High-Valued Product Company
8%
Increase In Opportunity to Order Conversion
92%
Increase in Customer Satisfaction
38%
Increase in Upsell
Overview
From scattered records to a single automated flow
What you need to know
Delivering high-value, low-volume products and enhancing customer satisfaction is critical for our luxury goods retailer
Why it matters
Streamlining a retailer’s operations with Shopify- Salesforce integration results in improved customer experiences and business growth.
How HIC Helped
With Salesforce customization, data mapping, and real-time synchronization HIC helped Jacuzzi get a unified view of data in Salesforce and catapult it for sales conversions.
Challenges Faced
Bottlenecks slowing every hand-off
Legacy code hindered the sales process
Outdated software infrastructure and legacy code hindered the complete sales cycle.
Unable to visualize 360 views of the customer
Decentralized data on Shopify and Salesforce platforms causing problems in analyzing the customers
Cash receipt management
The client needed to manage cash receipts while ensuring accurate accounting for taxes and discounts.
Inefficient return process
The existing return process was time-consuming and often led to customer dissatisfaction
About the Company
Our client is an American private company that manufactures and markets hot tubs, pools, and other bath products. It is a high-end luxury goods retailer specializing in high-value, low-volume products.
Headquartered in California, it is one of the largest hot tub manufacturers in the US. The company operates in a hybrid business model, overseeing sales, marketing, and customer service, and aims to deliver exceptional experiences to its customers.
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Solutions Offered by HIC
One pipeline, from record discovery to secure delivery
Connecting the entire customer journey
The integration of Salesforce and Shopify centralized the data on both platforms, providing a 360 view of all customer data on Salesforce
Code Refactoring for Maintainability
Outdated code was revamped for modularity and maintainability on Salesforce, ensuring a more robust and adaptable system.
Upsell Acceleration with Shopify Salesforce integration
The integration empowered clients to identify upsell opportunities instantly by synchronizing customer profiles, order history, and preferences for automated, personalized marketing campaigns
Real-time Order Visibility
Orders placed triggered the instant creation of cash receipts, billing, and Sales Orders in Salesforce, providing customers with transparent cost breakdowns and quick resolution of discrepancies.
Salesforce Customization for Efficient Return Handling
With customizations on the Salesforce platform, the integrated system streamlined returns and refunds, significantly improving customer experience while saving time and resources.
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