Cartier, a renowned luxury jewelry brand, encountered significant challenges during the COVID-19 pandemic in 2020. With boutiques closed worldwide, Cartier struggled to maintain sales and meet the ongoing demand for high-end jewelry. Initially, they relied on spreadsheets and call centers to accept orders, but this proved inefficient and cumbersome.
To overcome these challenges, Cartier’s division responsible for Saudi Arabia and the UAE proposed a modernized e-commerce solution. By integrating Salesforce Commerce Cloud (SFCC) with an Order Management System (OMS) and their legacy systems tied to the parent company Richemont, Cartier was able to launch an online sales platform in just three months.
The new platform, which went live in October 2020, allowed customers to purchase products in both English and Arabic, with support for multiple currencies. A custom-built middleware facilitated seamless order processing, enabling in-store pickup, returns, and refunds. The scalable architecture allowed Cartier to expand the solution globally, including to South Korea and the United States.
The Marmalade Group 