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Client Story

Excellence in order management with Salesforce

An order-management solution enables fast and efficient shopping experiences

The digital age has enabled retail companies to provide new and engaging experiences to their customers. Expectations, however, are rising and that makes continuous improvement and modernization not just beneficial but essential. Even the major players need to sell wherever their customers shop and fulfill on any channel.

Capgemini stepped in to support a major watch company that needed a consistent digital experience across channels. The enterprise needed to provide personalized and localized experiences across the entire purchase and post-purchase customer journey, regardless of the channel, and it lacked an Order Management System (OMS) to support high volumes, scalability, and performance during busy periods.

A dedicated Capgemini team worked to migrate the brand from Shopify to Salesforce Order Management System and leverage Salesforce Service Cloud for more consistent and improved customer service. Agents were now able to effectively manage customer orders during peak periods with greater productivity. Read the client story to see how Capgemini transformed the company’s OMS, enabling the business to achieve higher performance and grow its digital brand presence.

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