Both Commerce Cloud and Sales Cloud were switched on during the COVID-19 pandemic, providing Living Edge with additional capabilities to serve customers. To help manage social distancing, for example, it moved to an appointment based model when reopening showrooms and enabled customers to book appointments through the website. It’s also used its website to showcase home office furniture and has started to talk to businesses about how they support employees at home. While people have adapted to working from the kitchen bench or dining table, employers need to ensure employee wellbeing and good ergonomics. Living Edge wants to partner with businesses to help solve this challenge and create safer work from home environments.
Living Edge has been quick to support its own employees through this time and transitioned everyone to home working within 48 hours in mid-March. While showrooms have reopened, many employees remain at home and the leadership team has focused on keeping everyone connected and informed through regular team updates. Those who have found themselves with a lighter workload at this time have been encouraged to update customer records in Salesforce, providing the business with better information to manage pipeline and personalise the customer experience. There’s even an internal competition whereby employees earn points for updating customer records and upskilling on Trailhead. This has contributed to the completion of 500 badges in Trailhead, a 20% average increase in account profile completeness across the board, and a 58% increase in the logging of calls and events with customers.
With everyone competing to win a new piece of furniture, the engagement has been amazing and will support Living Edge’s drive to make Salesforce its one platform for customer engagement. “The more we can move people away from spreadsheets and our ERP and get them onto Salesforce, the more agile and dynamic we can be,” said Morton.