About The Client

Our client is a globally recognized fashion and lifestyle brand, known for precision craftsmanship and a strong culture of innovation. The organization stewards a multi-category portfolio spanning watches, jewelry, eyewear, and lifestyle accessories, serving a digitally savvy global audience.

With an extensive omnichannel footprint of over 2,000 retail locations across 30+ countries, the brand operates at a massive scale, seamlessly blending advanced digital commerce, intelligent supply chains, and in-store excellence to deliver consistently elevated customer experiences worldwide.

Business Challenge

  • Centralized HCL Commerce system limited brand-level control over promotions, product launches, and digital strategy

  • Complex legacy data migration due to inconsistencies in data types, date formats, time zones, and custom fields

  • Disjointed operations leading to delayed inventory updates, pricing mismatches, and inconsistent customer experiences across channels

  • Inability to scale with growing traffic, resulting in site performance issues and limited marketing agility

Business Solutions

  • Deployed Salesforce Commerce Cloud (SFCC) for the USA and UAE markets within 6 months

  • Managed extensive product catalogs of 8,000 SKUs (USA) and 15,000 SKUs (UAE)

  • Leveraged MuleSoft to integrate IBM Sterling OMS and in-store POS, enabling:

  • Accurate real-time inventory and order data

  • Enhanced checkout experience

  • Reliable shipment tracking

  • Enabled omnichannel experiences, including online-to-offline capabilities such as in-store appointment bookings to drive footfall

  • Implemented advanced search features to improve product discoverability

  • Integrated live chat and AI-powered chatbots for real-time customer support

  • Strengthened backend infrastructure to support uninterrupted deployments

Results

  • Enabled independent launch of promotions and new features without impacting other business units

  • Achieved real-time inventory visibility and accurate order tracking, reducing order cancellations

  • Delivered personalized shopping experiences, improving CSAT and driving a 26% increase in ARPU

  • Maintained 99% site uptime, supporting frequent releases, continuous enhancements, and easy adoption of Salesforce innovations with reduced bounce rate by 16.5%

  • Successfully handled high-volume traffic spikes, especially during peak seasons with 250% increase in purchase revenue

  • Expanded customer base by 150% and drove a 235% increase in website traffic.

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