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Launch Consulting, part of The Planet Group, is an AI-first digital transformation consultancy that helps Fortune 1000 customers harness the power of data, software, and AI to advance their business and compete. Their approach blends specialized industry experience with deep expertise in a local and global delivery model that supports all aspects of transformation.
Transforming Customer Experience: From Digital Strategy to Execution
A global lawn and garden care brand sought to solidify its position as a trusted advisor and build a cohesive experience for its customers. Their goal was to create an engaging, unified digital experience across its multiple product brands, delivering a digital-first, content-to-commerce experience, with the aspiration to create a thriving community, fostering consumer trust through education, and drive loyalty for its brands.
Elevating Consumer Trust to Unlock Value
To establish itself as the definitive expert and go-to resource for all things lawn and garden, Launch helped the client optimize its digital strategy and foster alignment across the organization to deliver on a holistic vision centered on delivering a cohesive, impactful consumer experience through several key objectives:
- Trusted Advisor Role: Becoming the go-to expert by empowering consumers with actionable knowledge and fostering trust.
- Unified Digital Experience: Integrating all digital properties into a single, modern platform for seamless and consistent interactions.
- Consumer Engagement: Strengthening relationships through dynamic, meaningful, and timely content that builds loyalty.
- Operational Efficiency: Enhancing collaboration across IT, marketing, and product teams by streamlining workflows and governance.
Leveraging both the technology and management consulting Studios, Launch was able to address fragmented strategies, operational silos, and evolving resource demands. From UX design, modern technology solutions, best-in-class platforms (including Salesforce) and operational enhancements, Launch crafted a future state strategy that set the client on a path for sustained success.
Designing a Comprehensive Digital Transformation
Here is the approach we followed to deliver on this significant effort
- Design the Customer Experience
- By developing a service blueprint we were able to redesign the experience, unifying the brands and bringing the expert content forward through , a modern, user-centric interface that simplifies navigation.
- Established streamlined governance and workflows to create a strong operational and technical base, enhancing collaboration between departments.
- Technical Upgrades:
- Implement a modern content management system (CMS) to ensure scalability and enable seamless updates across the platform.
- Leverage the latest advancements in technology, security, and user experience through Salesforce Commerce Cloud.
- Implement modern tooling to increase platform speed, reliability and serviceability.
- Optimization and Scaling:
- Simplify the digital platform by integrating five brands into a single cohesive experience.
- Develop scalable solutions to support the client’s long-term digital and operational goals, ensuring the platform evolves alongside their business needs.
By adopting this phased approach, Launch is ensuring our customer’s evolving requirements resulting in a future-ready digital platform that seamlessly integrates multiple brands, improves customer engagement, streamlined operations, and ultimately increased revenue with higher customer satisfaction.
Creating Lasting Impact
We are excited to be on this transformational journey with this customer, helping them deliver on their vision while also bringing the organization together is a tremendous experience. Key outcomes we are generating together included:
- Multi-Brand Integration: Consolidated five major brands onto a single, modern digital platform within 18 months, offering consumers a seamless and cohesive experience, achieved with the use of Salesforce Commerce Cloud.
- Enhanced Customer Engagement: Delivered personalized, educational content that resonates with diverse audiences, improving satisfaction and loyalty, driving revenue growth.
- Trusted Advisor Status: Leveraging Salesforce Customer 360 to proactively address customer needs and build stronger community connections.
- Operational Efficiency: Improved collaboration across teams, reduced reliance on call centers, and optimized workflows.
- Technology Modernization: Implemented Salesforce’s Store Front and eCommerce tools to maximize the capabilities of the Customer 360 platform, providing robust support for content-to-commerce experiences.
With these milestones, the client is well-positioned to lead in the competitive lawn and garden industry, exemplifying innovation and consumer trust as cornerstones of their growth strategy.
Learn More About Launch Consulting
Launch empowers organizations to reach their Future State of Customer Experience leveraging solutions from strategic partners to drive real impact and measurable results.
