Overview

Funko, a leading pop culture lifestyle brand known for its iconic vinyl figurines and collectibles, sought to elevate its eCommerce experience. Specializing in licensed products such as plush toys, action figures, and apparel, Funko needed a robust system capable of handling high traffic, especially during popular "flash sales." Partnering with XCentium, Funko embarked on a transformative journey to enhance its online store and streamline its order management processes.

Challenge

Funko was facing several challenges with their existing eCommerce infrastructure:

• High Traffic Management: Handling heavy traffic during peak periods and flash sales proved difficult, risking slowdowns and potential system failures.
• Order Management: There was a need for an efficient, scalable solution to manage large volumes of orders and ensure timely fulfillment.
• Omnichannel Capabilities: Integrating inventory and order management across multiple channels was essential to meet customer demands and ensure availability.
• Customer Service Optimization: Funko required a way to automate customer service tasks and improve the returns process for customers.

Solution

XCentium worked with Funko to implement a Salesforce Order Management solution tailored to their needs. Key elements of the solution included:

• Salesforce Commerce Cloud Integration: A freshly designed commerce solution was integrated with Funko’s existing systems to support high-volume sales and high-traffic events.
• Omnichannel Inventory System: This solution ensured inventory could be tracked and managed seamlessly across various sales channels.
• Automated Order Processing: The introduction of automated rules streamlined the order management process, improving efficiency and accuracy.
• Self-Service Returns: Funko customers gained the ability to manage their own returns, which included restocking fees in accordance with business rules.
• Zendesk Integration: Automated customer service workflows were established using Zendesk, reducing manual intervention and enhancing the overall customer experience.

Impact

The transformation delivered significant results:

• Seamless Handling of High Traffic: Funko’s new eCommerce platform can now easily accommodate high traffic periods, ensuring uninterrupted sales during peak times.
• Optimized Order Management: The scalable Order Management solution improved order processing times, ensuring timely deliveries and more efficient operations.
• Improved Customer Experience: Customers can now enjoy a self-service returns process and faster response times from automated customer service solutions.
• Enhanced Security: Funko’s platform is now equipped with customizable security measures, providing better protection against fraud and ensuring a secure shopping experience.
• Omnichannel Flexibility: With Omnichannel Inventory systems, Funko now offers a more flexible and efficient way to manage inventory, enhancing customer satisfaction.

By upgrading its eCommerce ecosystem, Funko is now better equipped to manage high traffic, streamline order processing, and deliver a superior shopping experience to its customers.