Service Cloud Implementation for Madi Lane – Enhancing Customer Experience & Operational Efficiency
Solution Category
Service Cloud Implementation
Customer
Madi Lane
Industry
Retail
Segment
ESMB (Emerging Small and Medium Businesses)
Country
Australia
Go-Live Date
2023
Business Case
Madi Lane is one of Australia’s most prominent premium bridal dress and accessories retailers. As its B2B customer base expanded, the company recognized the urgent need for a Service Cloud Implementation that could support scalable growth, improve customer service experiences, and unify backend operations.
The key objective was to build a robust, self-service business-to-business (B2B) portal using Salesforce Experience Cloud, backed by a full-fledged Salesforce Service Cloud Implementation (Salesforce Service Cloud). This included integrating the portal with Microsoft Dynamics GP for seamless business processes and enabling secure, real-time transactions through Stripe.
Challenges Faced
- Client Dissatisfaction: The existing platform lacked modern UX features, frustrating users.
- Customer Churn: System limitations led to a decline in customer retention.
- Limited Engagement: Inadequate tools for customer interaction through the portal.
- Missing Functionality: No image zoom on product pages or calendar for event management.
Solution: End-to-End Service Cloud
Implementation
PSAG Technologies executed a comprehensive solution using Salesforce and SOLFI, its native integration platform:
- Built custom Lightning Web Components for responsive B2B portal pages
- Integrated Salesforce with Stripe for secure online payments (https://solfi.com.au/salesforce-integration-hub/)
- Automated multiple workflows using declarative and programmatic tools
- Enabled scheduled email notifications and data updates
- Designed Visualforce pages for custom invoice printing
- Integrated Microsoft Dynamics GP via SOLFI
- Applied CSS styling to deliver a branded portal experience
- Generated dashboards for real-time analytics and reporting
Impact of the Service Cloud Implementation
The successful Salesforce Service Cloud Implementation for Madi Lane delivered measurable benefits across multiple dimensions:
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- Strategic Insights: Dashboards delivered real-time, actionable intelligence
- Enhanced Customer Experience: Improved UI and navigation led to higher user satisfaction
- Trust Through Security: Secure Stripe integration built customer trust in the payment process
- Process Automation: Reduced operational overhead through automated workflows
- Stronger Stakeholder Communication: Timely updates and alerts improved customer engagement
- Data-Driven Decisions: Custom dashboards enabled leadership to act on real-time insights
Business Outcomes
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The Service Cloud Implementation empowered Madi Lane to achieve the following strategic outcomes:
- Improved Operational Efficiency through automation and streamlined workflows
- Better Financial Management using Stripe and Microsoft Dynamics GP integration
- Increased Customer Satisfaction with a modern, user-centric portal
- Enhanced Reporting & Forecasting via actionable analytics
- Unified Brand Presence across user touchpoints, increasing credibility and trust
Conclusion
Through a strategic Service Cloud Implementation, Madi Lane digitally transformed its B2B operations. Leveraging Salesforce Experience Cloud, Salesforce Service Cloud, and SOLFI, PSAG delivered a seamless, secure, and scalable platform that improves customer engagement and back-end operations.
Read more success stories on our Case Study Hub.
Meta description: Discover how PSAG’s Service Cloud Implementation helped Madi Lane boost B2B efficiency, secure payments, and enhance customer engagement.