Enhanced User Experience and Insights through Salesforce Commerce Cloud Innovations

Kimball International has long established itself as a leader in manufacturing with a commitment to innovation and quality. With 2,500 employees, they focus on creating seamless customer experiences through their modern digital presence. To support their customer-centric strategy, Kimball recognized the need for a robust solution to manage public-facing websites built on Salesforce Commerce Cloud B2C (formerly Demandware). This platform is critical to their business, acting as a primary vehicle for customer engagement. By empowering teams with tools and insights, they intended to enrich interactions and foster a deeper connection with their clientele while navigating the complexities of digital compliance and technology integration.

Despite their established reputation, Kimball International faced challenges in optimizing user engagement on their digital platforms. The existing systems lacked the robustness to capture detailed user engagement insights effectively. Decision-makers needed visibility into how visitors interacted with downloadable content and navigated product pages. Their analytics tools fell short in distinguishing what drove customer interactions—was it menu navigation, product calls-to-action (CTAs), or other entry points? Furthermore, compliance with stringent GDPR regulations intensified the need for a solution that ensured users could navigate the site securely while maintaining critical data privacy standards. This challenge necessitated a comprehensive approach that would not only enhance user experience but also provide actionable insights into engagement patterns, guiding both content strategy and marketing efforts.