Living Edge
By eWave Commerce
Client
Services
Project Description
Digital transformation with customer-centric designLiving Edge is Australia’s leader in premium original and sustainable furniture. The company delivers high-end experiences to a broad customer base, including consumers, architects, and design professionals.In 2017, Living Edge recognised its IT systems weren’t keeping pace with business growth. The company needed a transformative solution to improve processes while keeping customers at the centre of everything.Crafting unified and streamlined customer experiencesLiving Edge helps its consumer and professional customers solve different problems. A modern technology stack was vital to unifying the experience across all customer touchpoints. The need to reclaim time spent on labour-intensive, manual processes was also critical to scaling faster.Innovation far beyond the customer experienceThe eWave team began with a detailed Service Design approach, speaking with Living Edge customers to understand their ideal digital experiences. Then, interviews with designers, architects, and Living Edge executive management and operational teams formed a 360-degree view of pain points and opportunities.The vast number of configurable product SKUs prompted streamlined UX and product selection overhauls. Rapid identification of user types was also crucial to direct each user journey. eWave crafted two distinct online entry points serving tailored content to strengthen the B2B and B2C experiences.In-store appointment bookings, multi-shipment, and product collection improvements are further driving world-class end-to-end experiences for all customers.Salesforce Commerce Cloud and the global expertise of eWave have built an impressive omnichannel solution. This digital transformation has improved Living Edge’s processes and enabled sales staff to serve customers better.Living Edge now enjoys streamlined operations that meet and exceed consumer and professional customers’ expectations across all touchpoints.
Digital transformation with customer-centric designLiving Edge is Australia’s leader in premium original and sustainable furniture. The company delivers high-end experiences to a broad customer base, including consumers, architects, and design professionals.In 2017, Living Edge recognised its IT systems weren’t keeping pace with business growth. The company needed a transformative solution to improve processes while keeping customers at the centre of everything.Crafting unified and streamlined customer experiencesLiving Edge helps its consumer and professional customers solve different problems. A modern technology stack was vital to unifying the experience across all customer touchpoints. The need to reclaim time spent on labour-intensive, manual processes was also critical to scaling faster.Innovation far beyond the customer experienceThe eWave team began with a detailed Service Design approach, speaking with Living Edge customers to understand their ideal digital experiences. Then, interviews with designers, architects, and Living Edge executive management and operational teams formed a 360-degree view of pain points and opportunities.The vast number of configurable product SKUs prompted streamlined UX and product selection overhauls. Rapid identification of user types was also crucial to direct each user journey. eWave crafted two distinct online entry points serving tailored content to strengthen the B2B and B2C experiences.In-store appointment bookings, multi-shipment, and product collection improvements are further driving world-class end-to-end experiences for all customers.Salesforce Commerce Cloud and the global expertise of eWave have built an impressive omnichannel solution. This digital transformation has improved Living Edge’s processes and enabled sales staff to serve customers better.Living Edge now enjoys streamlined operations that meet and exceed consumer and professional customers’ expectations across all touchpoints.
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