A national furniture retailer came to Lev with many disparate systems — lacking a data warehouse, CRM, or any complex integrations. They did not have a single view of the customer across systems, and as a result their customer service experience was disjointed, without personalization and continuity.
They were a current Commerce Cloud customer eager to move to the Salesforce stack for cohesion and enhanced customization. Lev developed a cross-cloud solution that integrated Service Cloud into Marketing Cloud to better serve customers and push content that is timely, relevant, and personalized. Lev also set up Personalization Builder to trigger abandoned cart emails that nurture a customer’s journey.
The improvements they made yielded millions of dollars in revenue. As a result of the abandoned cart journey, they saw a decrease in the number of abandoned carts —& yielding $6.6 million in revenue. Their personalized emails saw a 10% increased conversion rate, ultimately yielding $1.9 million in first-time buyer revenue, and a $1.1 million revenue increase by converting first-time buyers into repeat purchasers. Overall, a 2-3% revenue increase is expected in overall customer lifetime values within the first year of going live with SFMC.