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Bedroom with a modern light-wood chest of drawers from South Shore

Customer Stories

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.

16
weeks to go live.

1
integrated lead-to-cash solution connecting to SAP ERP.

25%
planned increase in Web site conversions.

With our new e-commerce capabilities using SAP Customer Experience solutions, we’re building stronger relationships and delivering more value to consumers. And we can promote new product offerings on the Web site before rolling them out to other channels.

Claude Bernier
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.

For our digital transformation, we implemented the SAP Commerce Cloud solution and the rest of the SAP Customer Experience solutions. They were a natural choice for our business because they integrate with SAP ERP and provide us with the scalability we need.

Claude Bernier
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.

SAP Customer Data Platform is an important part of creating a culture focused on customers. It lets us understand what customers want and identify which customers need the most attention.

Claude Bernier
Vice President, IT, South Shore Industries Limited

SAP helps South Shore run better

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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

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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

South Shore Industries Limited designs, manufactures, and sells ready-to-assemble furniture that meets people’s unique needs for functionality, quality, and style. The company sells its products through third parties such as Amazon, Wayfair, and Walmart, as well as its direct-to-consumer e-commerce experience.

Industry Region Company Size
Consumer products Quebec, Canada >1,000 employees
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