Salesforce announced that Sally Beauty Holdings, a leader in professional hair color, will deploy cloud-based enhancements to support the shopping experience for beauty customers and salon professionals.
Sally Beauty, comprised of the Sally Beauty Supply and Cosmo Prof businesses, will scale its ecommerce platforms in order to enhance engagement with its community.
Sally Beauty already launched new digital shopping options, educational experiences and support for its customers. Buy Online, Pick Up In-Store (BOPIS) and ecommerce ship-from-store capabilities are at present available at Sally Beauty, and same day delivery available at Cosmo Prof.
Salesforce Commerce Cloud will enable Sally Beauty Holdings to scale its online store on Commerce Cloud to accommodate surge in demand from both consumers and its professional stylist community by launching new shopping options and helping distributor sales consultants transition to virtual consulting online and on social media.
Order Management will enable Sally Beauty to have real-time visibility over store inventory to prevent customers from purchasing out of stock items. This program also allows the retailer to send notifications to customers and partners when their products are ready for pickup.
Marketing Cloud will enable Sally Beauty team to connect with customers through social media and email to provide updates around store statuses, curbside pick-up, alternative shopping options and inventory.
The integration of Commerce Cloud and Marketing Cloud enabled customers to receive emails based on purchase behaviors and interests, with content and education focused on their DIY needs.
Service Cloud enabled to handle the spike in customer service requests. Sally Beauty launched service bots on its website to improve the customer experience by optimizing the customer service team’s response time.
“Working with Salesforce allowed us to keep up with the surge in online demand for salon-quality DIY beauty products and resources by leveraging our stores’ inventory, while also maintaining opportunities for our store associates to continue working during this difficult time,” said Mary Beth Edwards, SVP, CIO & CTO, Sally Beauty.