The platform of this company was originally built using the SFCC Pipeline version (formerly known as Demandware), which uses specific templates for cross-device compatibility. As the business expanded, this rendered an inconsistent experience across channels, disrupting the customer journey and negatively impacting the brand experience.
Success Story Retail
Luxury Lifestyle Brand Modernizes Systems For Seamless Customer ExperienceApexon redefines the customer journey through a revamped eCommerce experience 
This global luxury brand promotes effortless living through its fashion, beauty, and décor offerings.
Headquartered in New York, this company operates four signature stores of its own, while also making its products available online and through select retailers. As the company grew and expanded its offerings and distribution, it needed to upgrade its Salesforce Commerce Cloud (SFCC) platform to ensure a seamless experience across the customer journey. Apexon was engaged to upgrade its ecommerce site to align the customer experience with brand expectations.
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Global lifestyle retail brand
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Four signature retail stores in the us
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Products sold in 46 markets around the world
the Results
Key Outcomes
IMPROVED UX ENHANCING
CUSTOMER ENGAGEMENT
CUSTOMER ENGAGEMENT
REDUCED CUSTOMER
WAIT TIME
WAIT TIME
OPTIMIZED PLATFORM
MAINTENANCE COSTS
MAINTENANCE COSTS
A SELF-SERVICE PLATFORM
TO SUPPORT EXPANSION
TO SUPPORT EXPANSION
The challenge
TECHNOLOGY COMPLEXITY IMPEDES GLOBAL COLLABORATION
The company needed to upgrade its Salesforce Commerce Cloud (SFCC) eCommerce platform to stay continuously accessible for its premium customers. Specifically:
The ecommerce platform lacked multiple features, which required complex third-party integrations
The legacy system and outdated design created a prolonged customer checkout process
Site performance and accessibility needed to be delivered on-demand
A significant update in the form of the Storefront Reference Architecture (SFRA) was due that leveraged a mobile-first approach for the modern customer
SFRA’s image service capabilities would replace the third-party services, allowing tangible cost reductions
The Solution
CUSTOMIZED ECOMMERCE SITE FOR IMPROVED CUSTOMER EXPERIENCE
The Apexon team facilitated the development of a customized eCommerce site that streamlined the buying experience to align the customer experience with the client’s brand value proposition. Apexon successfully:
Upgraded the SFCC version to SFRA, delivering a more responsive environment
Completely redesigned and restructured the site design for a condensed view on any device
Integrated single-page checkout that optimized shopper conversion rates
Utilized SFCC’s DIS (Dynamic Imaging Service) for product imagery across the site, thus building an information-rich catalogue that enhanced the shopping experience
Reduced page loading time and improved site accessibility holistically
Outcomes
Apexon leveraged its deep expertise with the Salesforce platform to help the client capitalize on the potential of its luxury brand in both its signature retail stores and in 46 markets across the world.
An enhanced online user experience increased average customer engagement time on its site pages by 22%
The new site experience reduced wait time on product listing pages by 20% on average
The revamped platform optimized costs across the portal by eliminating the need for integration with third-party applications
The self-service platform positioned the business for fast and flexible expansion in the future