CASE STUDY
Industry | Retail and eCommerce
Technology | Salesforce Commerce Cloud
A leading Canadian retailer, founded in 1996, recognized as the country’s largest bookstore chain, has evolved from a traditional bookseller into a diverse brand offering a carefully curated selection of books, gifts, and lifestyle products. With a strong focus on wellness, home decor, fashion, and more, the company has established itself as a destination for customers seeking both literary and lifestyle experiences. Its mission is to inspire and support a well-rounded lifestyle, making it a beloved brand among Canadian consumers.
Limited Personalization Options: The existing digital platform provided only a single registry option, which restricted customers' ability to create multiple, personalized wish lists.
Inflexible Gift Registry Functionality: The current gift registry system was inadequate in meeting the evolving needs of users, indicating a necessity for a more versatile solution that would enable greater control over wish lists and improved sharing capabilities.
Need for an Enhanced User Experience: The absence of a dynamic and user-friendly interface hindered customers' ability to effectively organize and customize their shopping experiences, conflicting with the company’s vision for improved digital engagement.
Significant
Growth in Add-to-Wishlist Rate surged by 62%, rising from 3.53% to 5.74% in one week
Enhanced
Customer engagement with enhanced personalization capabilities, fostering frequent interactions with the platform
Seamless
Integration enhanced wishlist functionality without disrupting other system components
Phased
Rollout approach by implementing the solution in phases
Phased Development Approach: The solution was divided into multiple phases to ensure steady progress. Each phase was carefully planned and executed with clear objectives, allowing for consistent refinement and timely feedback from the client to guide the overall development process.
Iterative Collaboration: Close collaboration with the client’s team was essential throughout the project. Regular checkpoints and iterative testing helped ensure alignment between the development process and client expectations, allowing quick adjustments where necessary.
Custom Cartridge Implementation: We developed a custom cartridge overlay to enhance the existing wishlist functionality within Commerce Cloud. This implementation enabled users to create multiple wishlists, providing them with greater flexibility to personalize and organize their shopping experiences, while seamlessly integrating these features without disrupting other parts of the system.
Quality Assurance and Testing: Throughout the development, we emphasized continuous testing, conducting thorough quality checks in each phase. This ensured that each new feature was robust and aligned with the client’s vision and customer needs.
We’ve been working with Royal Cyber and it has been a great experience so far. We’ve done a lot of enhancements and fixes to our Commerce Cloud, using Salesforce technologies, and we’re really looking forward to launching the new site. Keep up the good work, and looking forward to the future!
Digital Strategy & Analytics
75%
Increase in Customer Engagement
Audience
- Executives, CTOs, Director
- IT Consultants
- Business Analysts
- Project Managers
- IT Project Coordinators
- Architects and Specialists
