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BURTON

OSF Global Services Supports Unified Customer View for Burton Europe

Technologies: Salesforce, SAP, Adyen

Type: Ecommerce, CRM, Enterprise Application Integration (EAI)

In 1977, Jake Burton Carpenter founded Burton Snowboards out of his Vermont barn and has dedicated his life to snowboarding ever since. Burton has played a pivotal role in growing snowboarding from a backyard hobby to a world-class sport by creating ground-breaking products, supporting a team of top snowboarders and pushing resorts to allow snowboarding. Today, Burton designs and manufactures industry-leading products for snowboarding and the snowboard lifestyle, including snowboards, boots, bindings, outerwear and layering as well as year-round apparel, packs/bags and accessories. Privately held and owned by Jake and his wife, Burton President Donna Carpenter, Burton’s headquarters are in Burlington, Vermont with offices in Austria, Japan, Australia, California, Canada and China.

In their constant effort to improve the customer journey and streamline business processes associated with customer tracking, Burton Europe consulted OSF Global Services on the best strategy to unify all their data that was previously gathered from multiple systems and tools through time-consuming and hard to synchronize processes. After having thoroughly analyzed Burton’s requirements, the OSF team recommended the implementation and integration of a custom Salesforce solution into their existing business environment, including their online store. Verena Schlager, Digital Marketing Coordinator of Burton Europe, explained the reasons for this initiative. “First of all, we wanted to discover the privileged contact points we have with our customers, get a 360-degree view on their activity and see how we could improve their interaction with our brand,” said Schlager. “Then, we wanted to provide our customers with all the necessary information at the right moment they needed it in order to guide them through their purchasing decision.”

While carrying this long-term objective to completion, Burton faced an issue due to data fragmentation. Managing multiple data tracking sources prevented Burton from achieving a synchronized view of their customers. With OSF, they got on the right track to having all of their data unified on the Salesforce platform, where it becomes scalable and actionable.

Joe Holtham, Ecommerce Manager at Burton Europe describes the collaboration with OSF Global Services as a smooth and hassle-free process. “As a multinational company, with offices close to our EU and USA headquarters, OSF came across as very professional, but also incredibly flexible and patient,” said Holtham. “OSF developers became a part of our internal team. They linked in with our processes and timeframes and handled several time zones and teams with ease, impressing all of our colleagues at Burton with their expertise, planning and development skills.”

Thanks to the multifaceted solution implemented by OSF Global Services, Burton customers will enjoy a more flexible approach to online transactions, as payment processes and options available across Europe are now fully localized. In addition to a substantial boost to Burton’s conversion rates, OSF has optimized the checkout process by integrating the Adyen payment provider and a risk-management platform that handles the fraud check before approving or rejecting customer orders.

Given the optimal results of this ongoing collaboration, Burton Europe envisions multiple follow-up projects with OSF. One of them will concentrate on linking SAP to Salesforce in order to harness B2C data even more effectively, whereas an additional SAP/Adyen integration will allow the automatic reconciliation of all Burton ecommerce transactions. The leading snowboard brand is also in the process of adding a marketing cloud component to their Salesforce system in order to further tailor its offers since the means for analyzing their customers’ preferences are already in place. Moreover, the implementation of an off-line data collection tool will allow Burton to build up their customer database and act on the data from offline events such as mountain demos and tradeshows.

According to Anna Petriv, CRM Division Director & Salesforce Consultant at OSF Global Services “This single-view perspective is becoming a cost-effective path to follow with visible results in the long run. On the one hand, we see retailers that still use separated systems and lose valuable pieces of information related to their customers. On the other hand, retailers that understand that customers expect smooth purchase experiences, support them all the way to transaction and approach them through multiple channels with incentives such as unified bonus programs or follow-up emails to further know their preferences. Especially if we refer to retailers selling both online and offline, and maybe even through some dealer’s network. ”

Verena Schlager, Digital Marketing Coordinator of Burton Europe, acknowledged the prospect of this future collaboration with OSF Global Services. “This implementation brought us a visible improvement in the way we track and store our data,” said Schlager. “OSF developed a foundation for us moving forward with our business initiatives. We’ve come to know our customers better and the idea of running Burton Europe on Salesforce makes us feel really optimistic about the future.”

  • Consumers' online shopping behavior is constantly evolving, so having the right platform and innovative partners are key to meeting our customers' expectations. OSF assisted us with new technology and gave us the ability to deploy many brand sites in an efficient manner, making technology our driver for growth.
    Martin Aubut Director, Interactive Marketing and Ebusiness Strategy, L'Oréal Canada
  • In terms of the aesthetics of the site and the design, OSF exceeded expectations. They weren’t just doing the work—they went above and beyond their responsibilities and got involved with every single person impacted by the relaunch, giving us a chance to understand the processes and work with them ourselves.
    Jillian RISSMAN-SHERRAssistant Manager, Ecommerce at Baxter of California
  • OSF has remained flexible enough to adjust to the changing requirements of our solution as they developed. Now, we’re making substantial investments for the future to make sure that we provide the best possible services to our existing and future customers.
    Reggie JohalDirector, Interactive Marketing and Ebusiness Strategy, L'Oréal Canada
  • For any project, there are key attributes that an IT provider must have – and OSF delivered on all of them. First, you want to be confident they can deliver on their commitments, and OSF was able to do that. Second, in the development process changes can happen at a moment’s notice, and OSF was able to adjust to anything we threw at them. And finally, whether it was a new release or a redesign of the UI, OSF had the expertise to complete the job. What’s great about OSF is that when you choose to develop new applications in the cloud or on different platforms, you don’t have to hire new people with new skills. OSF already has a large talented group of people with the experience in the latest technologies.
    Fabrice TalbotCo-founder and CEO of Agilewords
  • It has been a pleasure to work with the OSF team and I would definitely recommend and use them for future Salesforce projects.The reason we selected OSF to build our Salesforce integrated Customer Portal was because of their attention to detail, and the level of detail in the proposal we received in response to our RFP. The SOW proposal was very detailed and gave us a full picture of what was required to do the work, the resources needed, the level of our involvement, and a detailed overview of the timeline.The work was executed as planned, completed on schedule, and the end product is what we specced, plus improvements. We are completely happy with the portal. It will definitely be a value added component for our customer facing support interactions.
    Wenden BaldwinCo-founder and CEO of Agilewords
  • I've now worked with OSF on two separate Salesforce projects and must say that I'm very pleased with the results, and their service level. For our first project, we had them create a timesheet app, full with bells and whistles, and since implementation, it's helped extremely. I haven't had to go back to them with any issues or oversights - they're very thorough with their testing and QA. The service rep I was assigned was great - friendly, professional and proactive. She always sent me updates and ensured I had everything I needed. Turn-around times were great, too. I didn't have to wait months for them to complete my projects. I'll definitely be using them again.
    Nick ValerioteOperations Manager, Inbox Marketer
  • The expertise of the OSF personnel immediately paid off for us, and we realized very quickly that OSF was the right partner for a start-up like ours. By creating an integrated team of Mambu personnel and OSF developers, we have been able to quickly bring a solution to market that addresses the needs of our clients in a cost-effective way. The flexibility of the OSF team and our ability to tap into a network of developers with a wide range of skills has allowed us to expand our vision and meet the goals of our company.
    Frederik PfistererCo-founder and Managing Director of Mambu
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    Keith E. NadeauSenior Account Manager, eSkill Inc
  • OSF Global Services hit the ground running, taking our original code – which turned out to be shoddy – and rewriting our application that currently serves thousands of corporations worldwide. They have grown from being ‘just’ a strong programming vendor into my most trusted partner in product development, business processes, and analytics. I’m grateful to have been introduced to OSF Global Services over 9 years ago.
    Eric FriedmanCEO, eSkill Inc
  • We outsourced a time-sensitive project to OSF Global Services. The team was organized, efficient and technically proficient. I would highly recommend their organization.
    Mike GulitzFounder and CEO, MPC
  • The integrations and customization OSF performed for us has been vital to our growth plans. We are now able to add new clients to our system without scaling administrative resources. The system facilitates efficiency and growth which is exactly what we set out to achieve.
    Peter TroostChief Technology Officer, Radius
  • Anna and the team helped us implement tracking for AdWords including customised reports. We know our conversion spend and the reports are excellent. We also had some workflows implemented. Having used a few other Salesforce consultants with limited success we were extremely happy with OSF's knowledge and implementation of various tasks and would recommend and use again.
    Ronan LeonardCEO, Blackjack Knights
  • OSF Global Services has been providing application support and a managed hosted environment for us for more than five years. Development support has been driven by them from start to finish, and their support is critical to our success. Our hosted environment has been extremely reliable and has been improved to meet our company's fast growth.
    Ted WerthCEO Plumchoice
  • We’ve worked with other vendors in the past with varying degrees of success, but because of the deadlines we’d set for porting our application, we knew we needed a stronger partner than ever before. We were pleasantly surprised when we found OSF Global Services because they had the exact expertise and communications and technical skills to complete this project within our incredibly tight deadlines and budget, and at such a high level of quality.
    John RutterPresident, Seattle Avionics
  • Having a partner like OSF Global Services has helped us extend the reach of our solutions. Although the OSF team didn’t know much about aviation when we first met, they knew a lot about software development. So teaming with them created a winning combination that is helping us go to market with solutions that meet the needs of our customers.
    Steve PodradchikCEO, Seattle Avionics
  • Everyone who works on this project, as well as the company's CEO, is available 24/7 and 365 days a year. The fact that we were able to work with people as skilled, energized, professional and proactive as everyone at OSF has proven to be a major component in our company's success. We feel confident putting our technology needs in the hands of the OSF team. They go above and beyond to anticipate issues before they occur and interact seamlessly with all members of the DoggedHealth team. They tackle projects with an eye to detail and offer a keen understanding of our larger objectives.
    Elizabeth RossCEO DoggedHealth
  • We have been working with OSF to integrate a relational database into our SalesForce portal. From our very first meeting with them, we knew they were the team for us because they were able to immediately recognize our vision. Anna and Delia are extremely dependable, very detailed, and patient. We plan to continue to work with them on future projects!
    Teal BrownProgram Manager, Everblue
  • We used Salesforce for 6 months before we really knew what a beast it was. There were so many things we weren't using to our advantage... but we just didn't know how to make it all work for us. Then we found the OSF Global team and they have changed the game for us. We told them what we wanted to do, and they provided us with a variety of ideas and options to make it all happen. And when things in our business changed (which they do... often), the OSF team just rolled with the punches and helped to ensure Salesforce was keeping up.I don't know what we'd do without Anna and her team. [Oh wait, yes I do. We'd still be manually updating... everything!] They are patient, completely transparent, they know what they are talking about, and they execute it all brilliantly. We are so glad we found them.
    Lauren HerskovicDirector of Operations, Admissionado
  • Our revolutionary payment platform requires a highly skilled and diverse development team. OSF Global Services provides us with an exemplary team of developers and consultants that seamlessly extend our own resources. The OSF team has proven to be the perfect choice for strengthening our development resources.
    Michael WeaverChief Technology Officer at TableSafe, Inc.
  • We had a great relationship with the OSF team throughout the development process. During the design of the solution some of our initial requirements changed. The OSF team quickly adjusted to those changes and was available to answer any questions we had. Because of the nature of our business, we deal with people every day, so we know how important it is to have positive working relationships. The OSF team made it very easy for us to create a strong partnership.
    Lauren HerskovicChief Operations Officer, Admissionado
  • We contracted OSF to integrate our PHP billing forms with our Salesforce account information. We could not be happier. They have been fast, reliable, and great to work with from beginning to end.
    Corey WrightFounder, Wright Brothers Communications
  • OSF came to the table with a triple-dose of energy, business knowledge and process expertise coupled with technical abilities that complimented our own IT team. OSF was instrumental in helping us achieve our goal, which is to lead an entirely new space intersecting deals, social shopping, data and mobile services.
    Nick WeirCo-founder and CEO of Blue Kangaroo
  • The whole team, including my contact Anna, were efficient, cost effective, and a pleasure to work with. The OSF team helped us with custom pipelines and reports and even took us through the steps of how to access and pull the information ourselves. We will use them again for any upcoming customization projects as we were grateful for their insights and help. Book with them, you won't regret it!
    LeeAnn MutchlerEuropean Business Development Director, Evisors Inc.
  • There is a sea of Salesforce partners out there. Finding one that possesses both technical expertise and the ability to execute in a fast-paced, collaborative environment is a rarity. OSF was extremely efficient, organized and was able to respond to our changing requirements and schedule. We knew that OSF could not only implement Salesforce Communities for us, they had the ability to customize, brand and integrate the solution into our existing ecosystem without disrupting operations.
    Mathieu DroletCustomer Care Director, Coveo
  • We are extremely happy with OSF and consider them a true and valued business partner. They helped us develop an application that is unique in the industry and will transform the way companies operate and people perform their jobs. They are core to our business success: we wouldn’t be where we are today without the experience and expertise OSF brought to this project.
    Doug KreuzkampCo-founder and CEO of Springshot
  • Everything that we’ve been developing in the last 9 months has had a very strong purpose and has made our product significantly stronger. And everything we continue to develop will have a very strong impact on the success of our company. We owe a large part of our success to all of you. You are the unsung heroes that allow us to do what we do. Without this team, our product wouldn’t be what it is today. I know that it is sometimes hard to see what you’ve accomplished when you’re buried in the code, but from my angle, everyone on the team has accomplished a lot. I’m very proud to be working with all of you, and look forward to what we can do in 2015.
    Mike GuardalabeneProduct Manager, Convey Services
  • Working with the OSF team in person made such a difference, because there is so much loss over the phone with someone who is trying to do software development work with you. Moreover, the OSF team was able to alter its work schedules so we could do a daily stand-up, get daily feedback, and get prompt responses on all counts.
    K.C. FikeManager Strategic and Technology Initiatives at Skullcandy
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