Transforming Customer Journeys for a Global Rug Brand (Jaipur Living)
- Industry -
- Retail
Project Information
Company:
Global Rug eCommerce
Location:
Global
Industry:
Retail / eCommerce (Lifestyle & Home Décor)
Duration:
6 Months
Technology We Use:
Salesforce Sales Cloud, Experience Cloud, Service Cloud, Marketing Cloud
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About the client
Jaipur Living is a globally recognized rug and home décor brand with a strong presence across retail stores, eCommerce platforms, and global marketplaces, operating in over 60+ countries. With a rapidly expanding digital footprint and omnichannel sales strategy, delivering seamless, personalized customer experiences became a key business priority.
Disconnected customer data across online and offline channels, limited visibility into customer journeys, and manual processes impacted engagement, conversions, and service efficiency.
Omnichannel Retail Strategy: Required unified customer experience across eCommerce, retail, and partner channels.
Customer-Centric Growth: Focused on improving conversions, engagement, and post-purchase experience.
Solution we provide
Unified Salesforce Implementation
Workflow Automation
Omnichannel Experience Enablement
We designed and implemented a connected Salesforce ecosystem integrating multiple clouds to unify customer journeys across digital and physical touchpoints.
Project Challenge
The client faced fragmented customer data across eCommerce platforms, retail systems, and service channels, resulting in inconsistent customer experiences and lack of personalization. Manual processes and limited automation further slowed response times and impacted scalability during peak demand periods.
Project Solution
We implemented Salesforce Sales, Service, Experience, and Marketing Cloud to create a unified 360-degree customer view across all channels. Automated workflows streamlined order management, customer support, and marketing campaigns with real-time tracking and insights. Omnichannel capabilities enabled consistent engagement across websites, marketplaces, and retail touchpoints, while mobile-first access empowered sales and support teams.
Outcomes
The transformation delivered a measurable impact on both customer experience and business performance, resulting in a 60% increase in lead-to-conversion rates driven by personalized engagement across eCommerce and retail channels. Response times improved by 40% through automated service workflows and intelligent case handling, ensuring faster query resolution during high-traffic periods. The unified platform significantly enhanced customer engagement and brand loyalty, while enabling scalable omnichannel operations to support growing digital sales and global market expansion.
Working with Gravity-infosolutions has been super-smooth and highly effective, significantly exceeding expectations. Their excellence is evident not only in operations and communication but also in their high-performing, professional, and kind resources and leadership. Highly recommend this partnership!
Mark Zimmer
Tech Lead & Managing Partner at Google
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Transforming Customer Journeys for a Global Rug Brand (Jaipur Rugs)
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