South Shore: Building stronger customer relationships on better e-commerce experiences
South Shore reaches new customers with SAP
South Shore Industries Limited needed to step into the digital era with direct-to-consumer e-commerce. So, the innovative furniture company implemented SAP Customer Experience solutions with help from the SAP Customer Experience Services organization. Now, South Shore customers in three countries are enjoying personalized, omnichannel experiences.
weeks to go live.
integrated lead-to-cash solution connecting to SAP ERP.
planned increase in Web site conversions.
Vice President, IT, South Shore Industries Limited
The Challenge
Creating a customer-focused technology strategy
Consumers everywhere want ready-to-assemble furniture fast. South Shore meets this growing need with functional, high-quality furniture in the latest styles. For more than 80 years, the company has designed, manufactured, and sold a wide variety of furniture – while providing exceptional customer experiences along the way.
South Shore has three factories and three distribution centers, and it operates throughout Canada, the United States, and Mexico while partnering with a network of online and traditional retailers, including Amazon, Wayfair, and Walmart.
But the customers of today and tomorrow demand more than traditional shopping experiences can offer, and South Shore began planning a future for the business that includes direct-to-consumer e-commerce. At the same time, it sought to grow brand awareness among consumers.
South Shore knew it would need to transform and enhance processes spanning commerce and the customer experience, including its lead-to-cash process. The company sought help implementing advanced e-commerce and customer experience capabilities integrated with the SAP ERP application.
Vice President, IT, South Shore Industries Limited
The Solution
Transcending traditional commerce with the power of the cloud
To revolutionize experiences for customers, South Shore implemented SAP Customer Experience solutions. It chose solutions with capabilities that could digitalize and modernize virtually every interaction with customers, as well as how the company manages these experiences and customers’ data on the back end.
South Shore relied on support from the SAP Customer Experience Services organization to implement the SAP Commerce Cloud, SAP Customer Data Cloud, SAP Service Cloud, and SAP Marketing Cloud solutions. SAP Customer Experience Services delivered remote implementation services during the COVID-19 pandemic and provided a variety of other support services. For instance, the quick-start service for Customer Experience Management solutions from SAP helped the company quickly begin surveying customers to learn what they think about shopping with South Shore.
South Shore also implemented the SAP Emarsys Customer Engagement solution to deliver highly personalized omnichannel customer experiences.
The Result
Personalizing interactions with customers for better outcomes
South Shore customers in Canada, the United States, and Mexico now enjoy robust and reliable e-commerce experiences. In addition, the company is using its expanded e-commerce capabilities to offer furniture and decor products from business partners that don’t have e-commerce tools of their own. This means South Shore customers now have access to more products than ever before, and the company is improving its relationships with partners.
South Shore also uses SAP Customer Experience solutions to provide personalized experiences and offerings to customers. For instance, the company can now see when a customer has abandoned an online cart filled with products and can reach out to the customer to provide help or send a promo code for a personalized offer. On top of that, the company is gaining insight into the success of completed transactions by quickly surveying customers with Experience Management solutions from SAP and Qualtrics.
Vice President, IT, South Shore Industries Limited
SAP helps South Shore run better
Key business outcomes and benefits
Implemented SAP Customer Experience solutions in just 16 weeks
Provided new e-commerce experiences for customers in Canada, the United States, and Mexico
Enabled personalized and omnichannel customer experiences and gained key insight into abandoned carts and completed transactions
Integrated e-commerce and customer experience capabilities with SAP ERP
Expanded offerings to customers to include products from partners that don’t have their own robust e-commerce experiences
Featured solutions and services
The SAP Customer Experience Services portfolio helps your business overcome challenges in implementing SAP Customer Experience solutions while reducing risk and speeding go-live.
SAP Commerce Cloud, part of SAP Customer Experience solutions, provides an innovative e-commerce platform that supports customer satisfaction across touch points.
SAP Customer Data Cloud transforms how you manage customer data, with capabilities to help increase data security while acquiring more known users and retaining customers.
Experience Management solutions from SAP and Qualtrics provide insight into customer sentiment through as-needed pulse surveys and questionnaires deployed quickly.
SAP Emarsys Customer Engagement enables your business to deliver highly personalized omnichannel experiences to your customers.
About South Shore
| Industry | Region | Company Size |
| Consumer products | Quebec, Canada | >1,000 employees |
About South Shore
| Industry | Region | Company Size |
| Consumer products | Quebec, Canada | >1,000 employees |