Case Study Details

 

KCS developed an iPad and web application for America’s leading furniture manufacturing company to streamline after-sale services

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Client Background

Client Background

Founded in 1945, Ashley Furniture Industries is the number 1 furniture manufacturers in the world. Ashley Furniture Industries' in-house designers and engineers react quickly to consumer tastes and have conquered the ability to make style and selection affordable. Talented and ambitious, they travel the world to gain an understanding of the latest trends and discover emerging materials, constructions, and technologies.

Objective

The client’s previous system lacked cutting-edge features that can streamline customer care executives’ tasks to provide world-class after-sales service. Hence, Ashley Furniture asked KCS to develop an iPad and web application to simplify their after-sale services.

  • Country
    USA

  • Industry
    Manufacturing & Engineering

  • Solution
    Mobility, Digital Transformation, Cloud, Salesforce

Challanges

Challenges

  • Ashley Furniture was using the Store CSR system to offer after-sale services to the customers
  • But the system lacked cutting-edge features that can streamline customer care executives’ tasks to provide world-class after-sales service
  • Ashley Furniture approached us to revamp their Store CSR system to simplify their after-sale services
  • In addition, they also asked to developed an eCommerce iPad application for their business
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Solution

  • Using Salesforce technology, developers at KCS built 2 web applications, i.e., Sales Cloud and Service Cloud
  • Using the Sales Cloud web application, customers of Ashley Furniture can visit the company’s store and buy products in no time
  • The Sales Cloud web app will store all the details of the customers like customer name, address, contact details, etc.
  • Through the Service Cloud web app, customer care executives can respond to the cases raised by customers having issues on their sales order like received a damaged product or received wrong items, etc.
  • With the help of Salesforce, our developers-built APIs that power both of these applications
  • Using Salesforce technology, we developed cutting-edge features that help Ashely’s customer care executives to provide best-in-class after-sale services
  • Using Native iOS, we developed an iPad application that helps Ashely Furniture’s customers to purchase items online or within the company’s retails store

Case Study Solution

Project Highlights

Salesforce

Salesforce

iPad Application

iPad Application

KCS Approach

KCS Approach

Using Salesforce and Native iOS technologies, our developers developed web applications and iPad applications for Ashley Furniture. The Sales Cloud web application helped customers to buy furniture from the company’s official retail stores. The APIs developed by our programmers enhanced the overall performance of the web applications. In the Service Cloud web application, our developers added cutting-edge features that helped customer care executives in resolving all of their customers’ queries quickly.

Outcome

Outcome

  • Our solution to build two separate web applications created a huge impact on Ashley Furniture’s business
  • The company has already rolled out all the apps in their business and are experiencing a lot of positive results
  • Using the Sales Cloud web application, customers can easily locate the items with Ashley’s retail store
  • Customers can also make a purchase with the help of the Sales Cloud web application
  • The customer care executives are now able to answer all the customers’ queries as soon as possible
  • Using iPad application, customers buy Ashely Furniture’s products anytime anywhere
  • Customers can also visit Ashely Furniture’s retail store and make a purchase right from the iPad application
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Tech Stack

Native iOS
Salesforce

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