Transforming a Global Outdoor Retailer into a Digital D2C Powerhouse

CHALLENGE

Facing the rapid shift to online shopping during COVID, a global outdoor footwear and apparel retailer needed to transition from a traditional retail model to a robust digital Direct-to-Consumer (D2C) brand. Key challenges included:

• Outdated order management systems causing inefficiencies in order routing and fulfillment.

• Limited scalability of their existing Salesforce Commerce Cloud environment.

• Complex and inefficient storefront operations across seven D2C brand sites.

SOLUTION

Rambler Technology partnered with the retailer to deliver a comprehensive digital transformation:

• Implemented Salesforce Order Management to optimize order routing and fulfillment, reducing processing times by 30%.

• Enhanced customer experience by adding self-service order actions and streamlining customer service workflows.

• Right-sized the retailer’s Salesforce Commerce Cloud licenses to manage increased demand efficiently.

• Designed a composable storefront solution to support seven distinct D2C brand sites, improving scalability and operational flexibility.

OUTCOMES

1. Revenue Growth: Supported a 100% increase in online demand, growing online revenue from $250M to $500M.

2. Efficiency Gains: Reduced order fulfillment times by 25%, enabling faster and more reliable delivery.

3. Customer Experience: Drastically reduced time-to-resolution for customer service teams while empowering customers with self-service options.

Services Provided: Executive Coaching, Business Case Creation, Roadmap Evaluation, Architectural Analysis and Design, Program Management

Software Applications: Salesforce Commerce Cloud, Salesforce Order Management