Overview

The client is one of the top-performing beauty brands in Dubai that sells high-end products of beauty, wellness, and cosmetics across the website. The success of a company has always depended on its ability to launch products quickly and produce high-caliber goods at competitive costs. Due to the rise in Online shopping, the client was in the urge to deliver elite and engaging e-commerce experiences more quickly.

However, their website was struggling to keep up with the brand's constant innovation and new product introductions. The company was in the need to link its eCommerce platform with on-premises apps for a single customer view to maintain market leadership. This would have helped customer service representatives respond to queries more quickly and provide a more seamless customer experience.

Challenges

They aimed to establish fantastic consumer experiences on a future-proof platform.

Faced challenge in automating the product launch process in order to provide new products to consumers faster.

Teams had to manually transfer each image from the company’s asset management solution, Image Relay, to Salesforce Commerce Cloud. This laborious process entailed creative staff manually approving and sending photos to the eCommerce team for upload to the site.

Lack of a single view of the customer ruined the online customer engagement rate.

Solution

Our expert Mulesoft developers performed hassles free Mulesoft implementation process that solved client’s business challenges more precisely and effectively.

The client had already chosen Salesforce Commerce Cloud as their new eCommerce platform. However, to deploy projects more quickly, the beauty brand required a flexible connection layer to connect the new eCommerce platform with its on-premises systems. Thus we suggested MuleSoft’sAnypoint Platform and implemented it due to its ease of use and API connectivity capabilities.
Additionally, we used MuleSoft to provide APIs that connect Image Relay to Salesforce Commerce Cloud, automating the image uploading process. This guarantees that product photos are assigned to the relevant SKU in the correct order.

Our skillful Mulesoft team integrated Salesforce Commerce Cloud to its main backend systems — including its ERP, Netsuite, contact center platform, Robin HQ, and an asset management solution called Image Relay — by using MuleSoft for API integration strategy.
Following that, our team created an API to unlock and integrate data silos across its ERP system, contact center platform, and Salesforce Commerce Cloud. Through the API-led integration, they achieved a single view of the customer-allowing global contact center personnel to open a customer ticket and immediately view all relevant data and history. This interface empowers the client teams to access accurate customer data for beauty brands serving Dubai, UK, US, and other international sites.

Benefit

In just 6 months, the Beauty brand modernized its ecommerce and customer service experience, resulting 5X increase in website traffic, a significant rise in online customer happiness, and a 15% decrease in shopping cart abandonment.

Using MuleSoft to build reusable APIs for our contact center platform has given us a 360-degree view of our customers. This has been crucial in enabling us to provide superior, frictionless customer experiences that drive loyalty and keep customers returning again.

With Image Relay integration, images are automatically uploaded to the site once they have been approved in the asset management platform. Removing this manual task has increased productivity among the creative and merchandising teams, reduced operational costs, and enabled the online beauty store to build its brand presence.

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Case Study

A Beauty and Wellness Company lavished its eCommerce operations through Mulesoft implementation