Illums Bolighus is one of Denmark’s strongest and most recognizable brands and the continued success in the department stores needed to be integrated into a top-modern e-commerce platform.
The new webshop had to have international class with a customer-centric approach from the first click to order delivery. Hence, the processes needed optimization and automation. Until now, orders and freights were handled manually from their own warehouse. Moreover, the buying experience should have the same clean and stylish elegance that characterizes the brick-and-mortar stores.
Managing the Customer Journey fom first Click to Order Management
Together with Make, Alpha Solutions has designed and developed a new digital setup that gives overview and control to both customers and Illums Bolighus.
The solution is built on Salesforce Commerce Cloud with an integration to inriver PIM, where product data and taxonomies are being managed. The core of the solution, however, is the enormous focus on customer data and the support of the complete customer journey.
Alpha Solutions implemented Salesforce OMS that integrates natively with Salesforce Commerce Cloud and Salesforce Service Cloud. Briefly put, Illums Bolighus gets the famous 360 degrees customer view because data is stored in one place. With a single source of truth, customer service, sales, and marketing all have access to the same customer data and can follow the buying process from start to end.
