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Specialty pet health retailer launches a connected Commerce Cloud platform

Context

A specialty retailer selling prescription medications, supplements, and vaccines for dogs needed to replace a manual, disconnected e-commerce operation with a scalable Commerce Cloud platform. With no real-time connection between the storefront and the ERP, limited checkout options, no loyalty or review infrastructure, and a manual prescription validation process, cart abandonment was high and average order value was stagnant. The business needed a commerce platform that connected fulfillment, payments, compliance, and marketing into a single operating environment. 

Value Created

Higher
conversion rate through enhanced UX, loyalty integration, and flexible checkout
Reduced
cart abandonment across the Commerce Cloud storefront
Real-time
ERP sync removing manual errors from fulfillment and inventory
Growth
in average order value through loyalty and customer review integrations

People

VALUE LEVERS 

  1. Shopper behavior visibility through GA4 analytics 
  2. Personalized outreach and real-time support via Mailchimp and live chat 

HOW WE DID IT 

  • Integrated GA4 with the storefront to surface behavioural data across the full purchase journey, giving the marketing team visibility into navigation patterns, drop-off points, and high-engagement products 
  • Connected Mailchimp to trigger outreach based on browsing and purchase behaviour, replacing a marketing operation that had been making decisions without data 
  • Deployed live chat within the commerce environment so customers with questions during checkout can get answers without leaving the site 

Process

VALUE LEVERS 

  1. Commerce Cloud storefront UX configured to reduce abandonment 
  2. Vet/RX prescription validation workflow built into the purchase flow 
  3. Custom tax logic and SEO tooling at the storefront level 

HOW WE DID IT 

  • Built a Salesforce Commerce Cloud storefront on a CMS and PIM foundation, with the product catalogue managed centrally so that product data, images, and attributes push to the storefront consistently across a regulation-aligned prescription product range 
  • Configured the storefront UX to address the checkout friction, navigation gaps, and product discovery limitations that had been driving customers off the site before purchase completion 
  • Built a Vet/RX validation workflow within Commerce Cloud so that customers can complete a prescription purchase through a guided process without the transaction stalling on manual validation 
  • Implemented custom tax logic and SEO tooling to ensure transactions calculate correctly across product types and the catalogue is structured to perform in organic search 

Technology

VALUE LEVERS 

  1. Salesforce Commerce Cloud with Sage ERP real-time integration via GREYTRIX 
  2. Pay Now through Stripe for flexible checkout 
  3. Loyalty and YOTPO Reviews integrated into the commerce experience 

HOW WE DID IT 

  • Integrated Sage ERP in real time via GREYTRIX so that inventory, fulfillment, and order data flow between Commerce Cloud and the back office without manual intervention, removing the error-prone sync process that had created operational delays 
  • Implemented Pay Now through Stripe within the Commerce Cloud checkout, adding secure and flexible payment options that improve completion rates at the final purchase step 
  • Built Loyalty directly into the Commerce Cloud experience so that purchase history drives rewards and repeat visit incentives, with YOTPO Reviews surfaced on product pages to give new customers verified social proof at the point of decision 

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