Direct-to-consumer e-commerce, home and office productsDirect-to-Consumer Home & Office Brand
A direct-to-consumer brand connected its Shopify store to Salesforce and added an Einstein chatbot for round-the-clock coverage.
This direct-to-consumer brand sells premium home and office products through Shopify. Sales, support, and store data lived apart, and chat was manual during business hours only. SiiMPLY7 unified sales and service on Salesforce and automated customer engagement.
The challenge
Orders, customers, and abandoned carts sat in Shopify with no CRM, so the team lacked a single view of the buyer. Support ran without structured cases, chat needed a person available, and after-hours inquiries went unanswered. Common questions and quote requests had no automated path.
The solution
SiiMPLY7 implemented Sales Cloud with Outlook integration and a Service Console for case management. A real-time Shopify integration syncs customers, products, orders, and abandoned carts into Salesforce, with a custom Quote App for quote requests. Einstein Bots and Digital Engagement answer FAQs from a Knowledge Base, respond after hours, and hand off to live agents.
Implementation highlights
What we built.
- Implemented Sales Cloud with Outlook integration
- Stood up a Service Console for case management
- Built real-time Shopify sync for orders and carts
- Integrated a custom Quote App for quote requests
- Deployed Einstein Bots with Knowledge Base and handoff
Results
Shopify data syncs in real time
Bots cover after-hours, then hand off
Orders, opportunities, and cases together
Engagement summary
SiiMPLY7 delivered integrated Sales and Service Cloud with a real-time Shopify integration and Einstein-powered chat, connecting the online store to CRM and automating front-line customer engagement.
What's next
Next steps include broader bot knowledge, richer abandoned-cart follow-up, and deeper order and quote automation.
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