The Challenge

Phoon Huat already had an eCommerce platform up and running already, it lacked the modern UX/UI functionalities experience as demanded by the modern customers for memorable user experiences. The absence of user behavior based search abilities led to retailers missing out on selling opportunities that a customer would have been interested in. Not only were their UI/UX capabilities limited and not engaging enough users, most of the shoppers were abandoning their carts due to inefficient searches, the non availability of information about out of stock products, and the lack of relevant product recommendations based on previous browsing and purchase history. In times when competitive eCommerce experiences make or break a brand, Phoon Huat wished to incorporate more of the capabilities of Salesforce Commerce Cloud and its related offerings. 

The Goal

Phoon Huat wanted to associate with a Salesforce Partner who can help them leverage the competitive capabilities and functionalities of Salesforce Commerce Cloud to improve user experiences. Moreover, they wanted to boost the existing UI & functionality to support efficient search, notify users about out of stock products, and increase  upselling and cross-selling opportunities by offering relevant product recommendations. 

They also wanted to implement the Salesforce Einstein, the artificial intelligence technology that leverages machine learning and deep learning analytics to gain customer insights and offer customized services to their users. They wanted to reduce the incidents around cart abandonments and customer service requests and boost overall sales and conversion figures.