How would requests reach the right support team?
The implementation included case routing and escalation rules in Service Cloud.
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Case study · Retail & eCommerce
Connecting Salesforce Service Cloud to an Outdoor Retailer’s eCommerce Platform
An outdoor apparel and equipment company needed faster support, clearer order information and better self-service. Shinetech customised Salesforce Service Cloud and connected it to the existing eCommerce platform.
- Client
- Outdoor apparel and equipment company
- Platform
- Salesforce Service Cloud
- Integration
- Salesforce API and OData
- Delivery
- Combined local and remote team
The situation
The business need and starting point
Customer support was slowed by scattered customer data, complicated order tracking and limited self-service options. The company also needed better knowledge management and a service platform that could support its growing customer base.
Support staff needed customer and transaction information together so they could investigate problems encountered during a purchase. Choosing Service Cloud was one part of the work; connecting it to the existing commerce environment was another.
The project questions
Key Questions
How could support see purchase information?
Custom pages and views associated customer and transaction data, with transactional information provided through OData.
How would customer changes reach eCommerce?
Integration services updated the commerce system when customer data changed in Salesforce.
The solution
What the implementation covered
The solution had two parts: Salesforce Service Cloud customisation and integration services connecting it to eCommerce.
The Service Cloud work covered routing rules for different support needs, escalation rules, customer and transaction views, and request and approval processes for customer group applications.
The integration brought customer requests and feedback into Service Cloud, supplied transactional data through OData and sent customer updates back to eCommerce. Salesforce API and OData supported these integration services.
How the work unfolded
From requirements to delivery and support
01 · Service configuration
Customise the support workflow
Configure case routing and escalation rules, then build pages and views that associate customers with transactions. Add request and approval processes for customer group applications.
02 · Integration
Connect service and commerce data
Bring customer requests and feedback into Service Cloud. Provide transactional data through OData and return customer-data changes to the commerce platform.
03 · Team coordination
Make distributed delivery visible
The combined local and remote team used Kanban in Jira, short daily standups, code reviews and retrospective meetings after each development sprint. These practices supported communication and shared understanding of the system.
Technology and delivery context
The tools and working practices used in this project
SalesforceService Cloud.NETSalesforce APIODataJira
The result
What changed for the client
Support cases became traceable
Cases handled by support could be tracked and evaluated.
Customer support improved
The case report describes faster responses, improved customer satisfaction and better engagement.
Peak-season capacity increased
The source reports that the number of cases processed doubled during the busy season, while explicitly describing its statistics as incomplete.
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