Since 1887, when Frank Smythson opened the doors of his first store on London’s New Bond Street, Smythson has been creating pieces that capture life’s unfolding narrative. Its bags, accessories, notebooks, stationery, and home pieces have been long recognised for their exquisite craftsmanship, making Smythson the proud holder of two Royal Warrants with a rather remarkable clientele, from European Royalty and the Indian Maharajas to the likes of Katharine Hepburn and Vivien Leigh.
Impact
Smythson sought to enhance business operations and customer services for their high-end clientele through an extensive Salesforce Commerce Cloud implementation. The were also looking to deliver a unique and exclusive customer experience by redesigning their product pages and improve their shopping journey.
The Commerce Team Global began working with the Smythson team at the start of 2023, providing development support on SFCC, which also integrated Salesforce Order Management System, Salesforce Service Cloud, Salesforce Customer Service Centre, and MuleSoft for seamless connection between applications, data and devices.
Additionally, we worked with Smythson on a bespoke design for their new product categories: Wedding and Custom Stationery, and redesigned their PDP and PLP, to provide a unique and personalised shopping experience to their customers.
To improve internal operations and customer services, we also implemented:
“The team of developers are incredibly reliable, they’re always available to speak with, and have a good understanding of our brand, business objectives and consumers which is hugely important in delivering overall success.”
Michael Maynard, Digital Product Owner, Smythson
