Transforming Customer Journeys for a Global Rug Brand (Jaipur Rugs)
- Industry -
- Manufacturing
Project Information
Company:
Global Rug Manufacturer
Location:
Global
Industry:
Manufacturing
Duration:
6 Months
Technology We Use:
Salesforce Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, ERP Integrations
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About the client
A globally renowned hand-knotted rug manufacturer connecting rural artisans to global markets, operating in over 60+ countries while promoting sustainable livelihoods. With expanding digital and retail touchpoints, delivering consistent and personalized customer experiences became critical.
Fragmented data systems, lack of unified customer visibility, and manual processes limited engagement and scalability.
Omnichannel Expansion: Required seamless integration across sales, service, and marketing channels.
Customer Experience Focus: Needed improved responsiveness, personalization, and conversion rates.
Solution we provided
GIMS Managed Salesforce Services
Platform Monitoring & Governance
Continuous Enhancements & Release Management
We implemented a GIMS-led managed services model to provide continuous administration, monitoring, optimization, and SLA-driven support across Jaipur Living’s Salesforce ecosystem.
Project Challenge
The client faced challenges in maintaining Salesforce platform stability during peak sales periods, managing integrations across ERP and eCommerce systems, and handling ongoing enhancement requests without disrupting customer engagement and operational workflows.
Project Solution
We provided end-to-end managed services for Salesforce Sales Cloud, Service Cloud, Experience Cloud, and Marketing Cloud environments. The engagement included proactive monitoring, incident management, user and access governance, sandbox strategy, release planning, and ongoing platform optimization.
Our team also managed integrations between Salesforce, ERP systems, and eCommerce platforms to ensure uninterrupted data flow across customer, inventory, sales, and service operations. Continuous enhancements and operational support enabled business teams to scale digital engagement initiatives while maintaining governance, compliance, and operational reliability.
Additionally, structured deployment processes and SLA-driven support models improved release stability and minimized operational disruptions during high-traffic retail and campaign periods.
Outcomes
The GIMS engagement significantly improved Salesforce platform stability and operational continuity across Jaipur Living’s retail and eCommerce ecosystem. Proactive monitoring and controlled release management enabled uninterrupted business operations during high-demand sales cycles and marketing campaigns.
Continuous optimization and enhancement support improved adoption across sales, customer service, and partner teams, while stable integrations and governance frameworks strengthened operational efficiency and customer experience delivery. The managed services model also enabled faster turnaround for change requests and ensured scalable Salesforce operations aligned with Jaipur Living’s long-term digital growth strategy.
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 Living)
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