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An Introduction to Salesforce Commerce Cloud: Revolutionizing Ecommerce for Businesses
You may have heard about Salesforce and its role in optimizing sales processes. It’s one of the most popular names in the CRM market.
12:08 14 March 2024
You may have heard about Salesforce and its role in optimizing sales processes. It’s one of the most popular names in the CRM market. Since 1999, when the company was founded, the tool has evolved so much, integrating various features and technologies like artificial intelligence, automation, predictive analytics, and so on.
One of the promising spheres where Salesforce has also won its place is eCommerce. That’s where its product, Salesforce Commerce Cloud, comes into play. It’s a cloud-based platform for setting up an online store, creating smart, personalized shopping experiences, and orchestrating all your communication channels.
The app seamlessly integrates with other Salesforce solutions as part of the bigger Salesforce ecosystem. Still not convinced? If you’re thinking whether going for this platform is worthwhile, you’re in the right place. On this page, we’ll dissect Salesforce Commerce Cloud, its features, and case studies. Let’s peel back the layers and see why it’s so widely discussed.
What Is Salesforce Commerce Cloud? Explanation for Beginners
In plain English, Salesforce Commerce Cloud is a cloud-based tool for eCommerce. Cloud-based means you don’t have to worry about hosting, software updates, and customer support. It’s usually the vendor’s responsibility to help you get started with the tool and manage the store with ease.
To fully utilize the platform’s capabilities, consider Salesforce consulting services. Certified agencies usually offer such services where specialists can introduce you to the tool and help you manage it effectively.
The software has a fascinating history. It’s a combination of two other tools: Demandware (acquired by Salesforce in 2016) and CloudCraze (bought by Salesforce in 2018). By merging these two platforms and adding some unique features, the company introduced SFCC, a robust, adaptable, and intuitive solution.
It supports various types of eCommerce businesses:
- those selling to other businesses (B2B);
- those dealing with customers directly (B2C, D2C);
- a bit of both.
The platform lets you combine online and offline experiences and create a frictionless purchase journey “from discovery to delivery”, as Salesforce calls it.
Let’s briefly explain how SFCC enables B2B, B2C, and D2C commerce:
- B2B Commerce: If your business model relies on bulk orders, big transactions, and long-term relationships, the tool has got you covered. SFCC considers the peculiarities of such transactions and meets various B2B needs, from specific shopping carts that can accommodate many items to simplified reorders. You can also use it to analyze a large amount of customer data to get personal with buyers.
- B2C Commerce: If you cater to individual shoppers, you’ll find varied Salesforce features useful too. For example, you can create multiple storefronts for different locations, manage a greater number of orders, and offer products online and in-store via sell and ship. The platform provider introduced an AI-enabled Salesforce Einstein feature to take the purchasing process to the next level.
- D2C (Direct-to-Consumer) Commerce: That’s where the service provider/manufacturer can eliminate the middleman, e.g., an online retailer. Brands can sell directly to consumers and build a storefront based on the rich ecosystem of Salesforce AppExchange integrations. SFCC comes with drag-and-drop capabilities, guided store setup, shared cloud workflows, and simple data imports.
Key Features of Salesforce Commerce Cloud
Now that we’ve covered some capabilities offered by the B2B and B2C solutions, let’s go over the core features of Salesforce Commerce Cloud, such as:
- Predictive artificial intelligence (Einstein AI): It allows you to personalize the shopping experience. Based on consumer behavior and preferences, AI compiles relevant content and product recommendations that resonate with the visitors and convert them into customers.
- Comprehensive omnichannel suite: Potential buyers come from scattered channels, including websites, offline stores, social media, etc. SFCC unifies these experiences, creating a cohesive transition from one channel to another. For instance, a consumer may start the journey on the website, ask questions on social media, and pick up the order in-store. SFCC tracks and integrates these interactions.
- Optimized localization: For companies operating in several places, SFCC makes the process of developing country-specific websites easier. To ensure that every localized version of your website appeals to the local clientele, the store adapts to local tax laws, legal regulations, and cultural preferences.
- Advanced marketing and merchandising tools: The platform provides sophisticated tools for email and social media marketing, loyalty programs, and pricing management. Salesforce Commerce Cloud connects all your data gained from email marketing tools like Mailchimp and website analysis software like Google Analytics. It improves efficiency, customer insight quality, and team collaboration.
- Mobile optimization: SFCC adopts a mobile-first approach, helping online stores win over the growing mobile audience and provide a convenient experience from smaller screens. It also integrates diverse payment options like Apple Pay and Google Pay so that shoppers can pay in several clicks.
- Scalability: With time, you may expect more visitors, expand the product catalog, or increase the business size. That’s where SFCC can also satisfy your requirements. Being cloud-hosted, it scales dynamically without you having to purchase more servers. You’ll find this beneficial, especially during peak sale periods.
- Auto-upgrading: Another benefit of leveraging the SaaS eCommerce platform like SFCC. You don’t have to manually upgrade the system or even address a technical team, as the software updates automatically. As a result, you can have the most recent features, security patches, and other fixes.
- Storefront reference architecture (SFRA): That’s what allows you to set up a feature-rich, unique, and customizable storefront. This framework allows an online store to support various languages and currencies. You can also tailor shopping cart and checkout processes to different buyers.
- Integration capabilities: The power of SFCC is that it belongs to Salesforce, one of the leading software companies. It can connect with Salesforce’s broader suite of products for sales, customer service, marketing automation, and other activities. So, you can monitor all the operations and their performance without installing additional apps.
Top Five Online Stores Built on Salesforce Commerce Cloud
Salesforce is suitable for various businesses, from renowned to small ones. Its users praise the platform for its 5-star customer support, low maintenance costs, and full mobile compatibility, to name a few. Now, let’s analyze some examples of well-known brands leveraging this platform. From luxury fashion to everyday beauty, this list is a testament to SFCC’s success in enhancing eCommerce digital strategies.
1. Bath & Body Works
Screenshot taken on the official Bath & Body Works website
The first prominent name on the list is an international retailer of delightful fragrances and skincare products. Bath & Body Works boasts a user-friendly interface, a personalized “Picked Just for You” product collection, and illuminating visuals reflecting the brand’s nature. You don’t just visit a website. As soon as you land on it, it’s unmistakably clear that you’re in the Bath & Body Works world, not just any other site.
2. Saks Fifth Avenue
Screenshot taken on the official Saks Fifth Avenue website
Being a high-end retailer, Saks Fifth Avenue faced the challenge of translating its brand essence into an unmatched online presence. That’s where it turned to Salesforce. The platform delivers the company message without overcomplicating things. Here is what we can take note of:
- a well-thought-out navigational menu accompanied by images;
- the homepage broken into the logical structure;
- rich filter options;
- unobtrusive calls to action and eye-pleasing colors.
3. PacSun
Screenshot taken on the official PacSun website
This retail company primarily focuses on younger generations using SFCC to satisfy this digitally savvy and dynamic audience. As this demographic will most likely shop from smartphones on the go, let’s run through its mobile version:
- It does a great job of placing all the essential information above the fold. Users don’t have to scroll down to proceed to the desired category.
- There is an “Accessibility” button at the bottom of the screen, increasing the number of potential customers who can browse the page.
- The menu icon is placed to the left of the screen, which is too far from a thumb-friendly zone. It’s hard to reach when surfing the web with one hand. The same rule applies to the profile and shopping cart icons. Moving these buttons to the bottom of the screen would be better.
4. Sally Beauty
Screenshot taken on the official Sally Beauty website
Let’s turn to the fourth case. It’s Sally Beauty, a leader in the beauty supply industry. SFCC, as an eCommerce platform, gives the store its outstanding look and functionality, such as:
- personalized “You May Also Need” sections that match your previously viewed items;
- the instore pickup that lets you create a seamless shopping experience;
- the “Share Your Faves” section that connects the brand’s UGC content on Instagram with the store.
5. Calvin Klein
Screenshot taken on the official Calvin Klein website
At last, let’s talk about Calvin Klein, the iconic fashion brand. It chose SFCC as a gateway to global eCommerce operations. The online store stands out from the rest on this list right from the homepage.
First and foremost, we mean a minimalistic design. At the same time, the video placed above the fold attracts maximum attention. We can see not only the goods but also the brand ambassador, Jung Kook, increasing the store’s credibility and influence. The store capitalizes on vivid visuals spread across the homepage. Plus, the navigation is simple and doesn’t overwhelm users with too much information.
Conclusion: Get Started with Salesforce Commerce Cloud
When starting an eCommerce venture, choosing the right platform can make or break your future growth. Magento or Shopify? Open-source or SaaS? There are too many considerations to handle.
Salesforce Commerce Cloud is a strong contender among the existing software solutions. It’s versatile, powerful, and backed by the company’s almost three-decade expertise. Having access to other tools in the Salesforce ecosystem is one of the main reasons to opt for this system. However, it’s not the only one, namely:
- SFCC supports a wide range of businesses, from B2B to B2C and D2C.
- Thanks to its cloud-based architecture, SFCC evolves with your needs and automatically upgrades.
- With AI-driven personalization, SFCC lets you connect with customers in an individualized and intuitive way.
- SFCC is all about an uninterrupted flow between channels, including social media, the website, and brick-and-mortar stores.
If you’re still in two minds, examples of reputable companies using this platform can be the final argument in this dispute. As such, explore Salesforce Commerce Cloud and whether it fits your vision. Good luck, and let your business thrive!
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About the Author
Alex Husar
Alex Husar is a chief technology officer at Onilab, a web development agency. With almost 10 years of experience and excellent professional skills, Alex hit a home run in the sphere of Magento migration and development. He also leads a team of professionals dealing with headless commerce and Salesforce projects, applying both his technical expertise and management skills.
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