“Cloud in India turned our pet passion into a scalable subscription business. The storefront is fast, service is smarter, and customers actually love managing their plans.”
Case Study: Buiding a Pet Care e-commerce platform
Engagement Lead: Priyanka Gawalier
Retail & Consumer | Commerce | AI & Data
“Subscriptions, personalised care plans and next-day fulfilment—without adding operational strain.”
1. Overview & Objectives
A direct-to-consumer pet care brand wanted to scale beyond marketplace sales with its own digital storefront. The brief: launch a modern e-commerce experience for food, supplements and accessories with autoship subscriptions, breed/age-based recommendations, seamless order tracking & returns, and consistent service across chat, email and phone. Success meant (1) increasing repeat revenue via subscriptions, (2) improving customer lifetime value with tailored care plans, (3) connecting OMS, 3PL and payments with minimal manual effort, and (4) creating trustworthy analytics to guide merchandising and marketing.
2. Delivery Approach
We delivered in three waves to prove value early while hardening the platform:
Discovery & Blueprint: CX workshops across browse-to-buy-to-care; subscription logic; vet content model; data sources; PCI/PII controls; peak readiness.
Foundation Build: Commerce Cloud storefront with responsive UI; catalog/price/promo setup; subscription engine; OMS configuration; tax/fraud/payments.
Integration (MuleSoft): API-led connections to ERP/OMS, 3PL, payment gateways, address validation, and courier tracking. Event webhooks back to Salesforce.
Data & Personalisation: Data Cloud for identity resolution (site + service + marketing); audience segments; real-time triggers;
Marketing Cloud journeys for onboarding, replenishment and lapse-winback.
Service & Care: Service Cloud with chat, case macros, knowledge, entitlements and warranty/returns flows;
Agentforce for summaries, classification and next best actions.
Insights: CRM Analytics/Tableau for subscription KPIs, cohort retention, AOV, SKU attach, and service deflection.
Change & Launch: Playbooks, role-based training, UAT with power users, migration of email subscribers and loyalty points, go-live runbook.
Pillars: Commerce, Subscriptions, Service, Data & AI, Integrations, Insights.
Why it works: A single platform runs storefront, service, and marketing—removing swivel-chair effort and enabling tailored pet care in every interaction.
3. Solutions Implemented
1) Commerce Cloud (SFRA/Headless-ready): Product discovery, bundles, breed/age filters; promotions and loyalty; secure checkout with Apple/Google Pay; autoship subscriptions and pause/skip UI.
2) Order Management: Real-time inventory, split shipments, returns/RMAs, and exchange workflows; branded tracking pages; webhook notifications.
3) Service Cloud: Omnichannel routing; chat & email-to-case; macros and knowledge; entitlements & SLAs; warranty for feeders and wearables; field service hand-off (where needed).
4) Marketing Cloud: New-customer onboarding, pet-age milestones, replenishment nudges, VIP/loyalty lifecycle, and cross-sell during shipment events.
5) Data Cloud: Identity resolution across site, marketing and service; golden profiles with pet attributes; real-time segments (e.g., “puppies 6–12 months on grain-free”).
6) Integrations (MuleSoft): ERP (catalog, inventory, invoices), 3PL (fulfilment), payments & fraud, courier tracking, address validation; events back to Salesforce for analytics and triggers.
7) AI & Agentforce: Assisted chat for order status and subscription changes; auto-classification of contact reason; response drafts; sentiment and upsell prompts.
8) Analytics: Dashboards for AOV, retention, MRR from subscriptions, cohort curves, contact deflection, return reasons by SKU/size/age group.
4. Outcomes & Impact
• Subscription growth: +38% autoship adoption within 90 days; MRR up 31%.
• Conversion & AOV: +7–11% conversion from tailored bundles; +9% AOV via attach (treats, supplements).
• Service efficiency: 25% AHT reduction; 42% of order-status/subscription changes resolved via self-service/chatbot.
• Fulfilment speed: 96% orders ship D+1 with proactive delay alerts; WISMO contacts down 37%.
• Data quality: 45% fewer duplicates; reliable pet profiles (breed, age, sensitivities) powering better targeting.
• CSAT & NPS: +14-point improvement within 60 days; repeat rate +12%.
Next step for your business: Run a 4–6 week accelerator—launch an autoship MVP, connect OMS/3PL, and activate two journeys (onboarding + replenishment). Scale with loyalty and Data Cloud segments in phase two.