From Disconnected Data to One Customer View: Fueling OKA’s journey

Luxury brands are defined by the experiences they deliver, but behind the scenes, OKA’s teams were working harder than they needed to. Behind their bespoke, English designs and artisanal pieces, there lied a puzzle to be solved.

Sales, service, and fulfilment teams operated across multiple systems, each holding different versions of the truth. Customer information was fragmented, reports conflicted, and manual processes created duplication and risk. Without validation, automation, or tracked communication, errors crept in and visibility across the customer journey suffered.

For a brand built on attention to detail and high-touch service, this disconnect made it difficult to deliver the seamless experience customers expected. OKA needed a way to bring teams, data, and processes together, without compromising the quality and personalization that defined its brand.

Ascendion worked with OKA to unify sales and service operations using Salesforce Sales Cloud and Service Cloud. The engagement began with collaborative workshops to review and simplify processes, creating a clear, connected journey across departments and systems. 

A custom sales process was implemented and integrated with OKA’s ERP to capture accurate sales and order information, with a roadmap toward future NetSuite integration for deeper fulfilment and payment visibility. On the service side, Ascendion replaced FreshDesk with Service Cloud, enabling advanced case management for both B2B and B2C teams. 

Tailored service levels by spend tier supported luxury clientele, while integrated telephony enabled true omnichannel engagement. Custom objects for wish lists and stock availability gave teams a single, real-time view of customer needs, empowering faster, more informed interactions.