JYSK Transforms Online and In-Store Customer Experience with Salesforce Order Support

JYSK Canada recognized the urgency to streamline its order management and customer service operations, partnering with Northern Commerce to implement Salesforce Order Support, which combines Service Cloud and Order Management (OMS).

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Industry

Retail

Technology Partners

Salesforce

Solutions

Commerce Integrations

Customer Service and Sales Enablement

Omnichannel Technologies and Solutions

With Adobe sunsetting Magento Order Management (MoM) in July 2023 and the inefficiencies of managing disparate systems, JYSK embarked on a mission to select an advanced, integrated solution.

With the introduction of Salesforce OMS & Service Cloud, JYSK not only replaced their Magento and Zendesk platforms but also leveraged the synergy between Salesforce products to offer a holistic, efficient customer-centric order management experience.

Key Highlights:

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Seamless Integration: JYSK successfully combined both online and in-store operations by harnessing the power of Salesforce Service + OMS.
Strategic Decision in the Face of Change: With Adobe's decision to sunset Magento Order Management, JYSK proactively shifted to Salesforce OMS, which was best complemented by Service Cloud, enhancing customer-centric order management.
Unified Inventory Management: The platform provided an accurate view of inventory, establishing a single source of truth across all systems, orders, and records.

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Consolidation for Efficiency: The transition allowed JYSK to consolidate its tools, replacing Zendesk with Salesforce, creating a streamlined workflow in their tech stack.
Rapid Implementation: After an initial deployment to a 30+ member customer service team, JYSK further rolled out the solution to over 70 locations across Canada.
Empowering In-Store Teams: The solution armed in-store staff with the ability to manage Buy-Online, Pick-Up In Store (BOPIS) orders, and handle returns efficiently via the customized retail store experience provided by Salesforce's Experience Cloud.

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Optimized Workflows: Salesforce's visual management tools allowed JYSK to automate order fulfillment and RMA/return processes while offering customization for specific business needs.
Enhanced Customer Experience: By enabling painless returns, refunds, exchanges, and self-service features, JYSK elevated its commitment to customer satisfaction.

This transformation stands as a testament to JYSK's forward-thinking approach, ensuring that their operations remain agile, efficient, and customer-centric in an ever-evolving retail landscape.