Case Study: Urban Ladder achieves lifelong customer loyalty with Salesforce

Creating customers for life with Salesforce

Urban Ladder, a fast-growing online furniture retailer in India, faced a surge in customer interactions across social, online, phone and in-person channels as it scaled. The company needed a smarter, integrated omnichannel approach to surface backend data quickly and enable faster, more personalized service for customers.

Urban Ladder deployed Salesforce Service Cloud with Lightning Connect in eight weeks to integrate backend systems and create a 360-degree view of each customer. Agents now access past interactions and preferences, collaborate via Chatter, and use workflows and reporting to track cases and SLAs—delivering faster, proactive service, richer customer insights for new products and AR experiences, and stronger customer loyalty.

Urban Ladder

Vipin Jawaria

Director of Products