{"id":1365,"date":"2020-04-03T15:50:00","date_gmt":"2023-10-18T15:50:48","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1365"},"modified":"2024-01-11T02:25:22","modified_gmt":"2024-01-11T02:25:22","slug":"keep-commerce-site-running","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/keep-commerce-site-running\/","title":{"rendered":"How to Keep Your Commerce Site Running in a Time of Crisis"},"content":{"rendered":"\n

Our Chair and CEO Marc Benioff posted a heartfelt letter<\/a> to our customers earlier this week \u2014 and I echo his sentiments. At Salesforce, we\u2019re focused on the health and safety of our employees, families, and communities, and this is no different for Commerce Cloud. We remain relentlessly focused on your success. <\/p>\n

As CEO of Commerce Cloud, I have had the chance to speak with many of you this week. And as expected, the conversation around commerce is changing. The main thing on your mind is the continuity of our service<\/a>. You\u2019re seeing traffic and transactions spike. Your order management systems are in constant flux. And you\u2019re using your website to communicate with customers in almost real-time. You need flexibility and reliability. And we understand that.<\/p>\n

Commerce Cloud is committed to supporting companies \u2014 of all sizes, locations, and industries \u2014 through this crisis and beyond. In fact, we\u2019re meeting continually to ensure you can maintain business as usual. But we\u2019re hearing from you that the recent disruption to traditional ways of working is giving you concern for your site\u2019s reliability. <\/p>\n

Here\u2019s how to maintain business operations for your commerce site during unpredictable times:<\/p>\n

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  1. \n

    Reassess critical workflows<\/b>: Develop a daily standup meeting of critical cross-functional partners. For ours, we include leadership, technical, product, support, and customer success teams. This team should work to identify any risks and assign out the necessary adjustments and changes in real-time as the situation evolves.<\/p>\n<\/li>\n

  2. \n

    Ensure VPN reliability<\/b>: We normally support flexible working arrangements throughout our workforce, so on any given day, approximately 25% – 50% of our employees work remotely and securely away from our office locations. But that\u2019s not the case for all companies, and this may be the first time your corporate VPN is tested. Meet with providers, request additional support, and restrict employee sign-ins to critical site operations personnel if needing to problem solve quickly.<\/p>\n<\/li>\n

  3. \n

    Maximize site coverage<\/b>: Many of our customer service and technology functions are based in multiple global locations which provide operational resilience during any disruption \u2014 no matter the time of day. If you have employees in different timezones, strategize about how you can provide maximum site support with the team you have. Or allow flexible working hours so coverage extends beyond the traditional workday.<\/p>\n<\/li>\n

  4. \n

    Develop business continuity plans<\/b>: These are protocols to guide you through major events such as this. Start with a variety of scenarios and work through with your technical, business planning, and PR teams how you might respond both internally with workflow adjustments and externally with customer communications. To help get you started, see how your service is performing<\/a> with 100% visibility. <\/p>\n<\/li>\n<\/ol>\n

    Even as your site is running full-steam, we understand your employees may experience stress as a result of the global health crisis. Use our Employee Mindfulness<\/a> resources to help your team members overcome anxiety by building a practice of mindfulness for your company. This Trail includes tips on how to work from home and maintain personal well-being during this time.<\/p>\n

    The entire Commerce Cloud team is a committed partner to you and your business. We know the role of ecommerce is more important and urgent than ever, and we are steadfast in our commitment to maintaining your operations. Over the next few weeks, we\u2019ll also continue to share best practices, resources, and innovations on a regular basis \u2014 on this blog and on Twitter<\/a>.<\/p>\n

    As always, Salesforce Help<\/a> is available 24 hours a day, providing access to documentation and videos, Trailhead training, and our Trailblazer Community. Additionally, case submission is operating as normal, and our Support agents are actively working cases. Together, we\u2019ll get through this.<\/p>\n

    Our Leading Through Change content series provides thought leadership, tips, and resources to help business leaders manage through crisis. Check out some of our most recent articles:<\/p>\n