Client Overview
Our client, a renowned D2C fashion retailer across Europe, wanted to migrate their store from a legacy ecommerce platform to Salesforce Commerce Cloud, personalise the shopping experience, and bring customer data together across all touchpoints.
They wanted to build a better retail experience for their 800,000+ active customers across different channels.
The Challenge
The legacy ecommerce platform could not handle peak traffic during seasonal launches. The site went down twice during the previous year's Black Friday window, resulting in direct revenue loss during the highest-demand period.
Customer data was split across three systems: the ecommerce backend, the email marketing tool, and the loyalty programme database. Marketing campaigns ran on stale audience segments, and the brand had no single view of customer purchase behaviour across web, marketplace, and in-store channels.
The Solution
Our team led the Commerce Cloud migration in phases. The product catalogue, promotions engine, and checkout experience were rebuilt inside Commerce Cloud first. Five years of order history and customer records were then migrated using MuleSoft and Data Loader, with data integrity checks at each stage.
We deployed Data Cloud to unify customer profiles across ecommerce, in-store POS, and the loyalty programme. Marketers can now build audience segments that combine online behaviour, store visits, and lifetime value in a single view.
We also reconfigured Marketing Cloud to use Data Cloud segments directly. Journeys now trigger on real-time behaviour, including cart abandonment and post-purchase upsell sequences. Our consultants completed load testing to validate the platform at 4x peak traffic levels before cutover.
The Impact
- Uptime: Achieved 99.98% uptime during the first Black Friday on its new, improved store, powered by Commerce Cloud.
- Conversion: Increased ecommerce conversion rate by 24% through personalised journeys.
- Audience activation: Reduced time to build a marketing segment from 3 days to under 2 hours.
