Transforming Customer Experience: From Digital Strategy to Execution

The Challenge

A global lawn and garden care company—home to multiple top consumer brands—sought to reinvent its digital presence and become the trusted advisor for homeowners and professionals alike. While the brand had recognition, its digital experience was fragmented across products and platforms. Customers faced inconsistent content, poor navigation, and minimal personalization. Internally, siloed operations and misaligned strategy across IT, marketing, and product teams hindered progress. The client needed a holistic digital strategy and execution plan to unify their vision, streamline operations, and elevate consumer engagement.

The Solution

Launch led a comprehensive digital transformation using a phased, human-centered approach:

Customer Experience Design

We developed a service blueprint that unified five brands under one digital experience. By rethinking site architecture and prioritizing expert educational content, we delivered a simplified, user-centric interface designed to foster trust and exploration.

Operational Optimization

Launch implemented streamlined workflows and governance models to improve alignment and collaboration across IT, marketing, and product teams—reducing friction and improving delivery speed.

Technical Modernization

The platform was rebuilt using Salesforce Commerce Cloud and a modern CMS, ensuring scalability and rapid content updates. We leveraged Salesforce’s Storefront Reference Architecture to boost performance, security, and personalization—while enabling data-driven insights with Customer 360.

Scalable Integration

To ensure future growth, the solution was designed for scalability, allowing continued innovation and brand expansion while maintaining platform stability and consistency.