Innovative design and customer centricity are attributes shared by many disruptors and it’s no different for Urban Ladder. In just three years the company has become India’s leading online furniture retailer with its unique designs and customer service fuelling explosive growth.

With the number of customer interactions climbing rapidly across social, online, phone and face to face channels, Urban Ladder needed a smarter, more integrated approach to service and fast. It turned to Salesforce for an omnichannel solution that could surface data from backend systems and help agents deliver faster and more personalised service.

“There are several touch points in online retail as customers explore new products, make queries about their orders and share their experiences online. Service Cloud let us integrate all these for a 360 degree view of each customer,” said Vipin Jawaria, Director of Products at Urban Ladder.

Deployment took just eight weeks with Lightning Connect from the Salesforce Platform making integration with backend systems seamless.

With Salesforce, Urban Ladder now has the capability and data to deliver on its customer-centric vision. Agents are empowered with details about customers’ past interactions and preferences and able to provide more personalised and proactive service. Salesforce Chatter lets employees collaborate around customer needs and get real-time information on products and deliveries.

Service Cloud workflows and reporting make it easy to track cases and measure the performance of SLAs so Urban Ladder can continue to drive best practice.

The forward thinking retailer is also using Service Cloud to collect information on what customers want next as it looks to create new categories of products and experiences and push further into augmented reality. It’s all part of Urban Ladder’s focus on delighting its customers.

“Our customer loyalty is already strong. Salesforce gives us the ability to create customers for life,” said Jawaria.