Case Study: Fraser Hart & Fields achieve better omnichannel customer journeys with OSF Digital and Salesforce Commerce Cloud

Fraser Hart & Fields boost omnichannel ROI with OSF Digital across 28 stores

fraser hart & fields, a group of jewelry companies in the UK and Ireland, faced challenges with inaccurate and disconnected commercial data due to manual processes, an offline ERP, and no CRM platform. Their heavy and error-prone purchase and customer service flows hindered their goal of delivering personalized cross-channel experiences. To address this, they partnered with OSF Digital to implement Salesforce Commerce Cloud and Service CRM.

OSF Digital replatformed the company to Salesforce Commerce Cloud and set up their Service CRM, connecting the systems with third-party apps and legacy technologies using the Commerce-Service Connector. This solution provided unified, real-time data, optimized checkout flows, and seamless purchasing journeys. The results included improved purchase and customer service flows, enhanced data transparency, increased brand awareness, and a better return on investment for fraser hart & fields.

Fraser Hart & Fields