Multiopticas E-commerce Solution

Project Overview

Multiopticas, a premier Spanish optical retail chain with numerous locations, partnered with Zautre to take over maintenance and support of their sophisticated e-commerce ecosystem. Their existing Salesforce Commerce Cloud implementation on the Site Genesis architecture represented significant investment and business value that needed to be preserved while planning for future evolution.

Existing Technical Landscape

When Zautre began the partnership, Multiopticas was operating with a complex digital commerce environment that included:

Core Commerce Platform

• Site Genesis Architecture: A mature Salesforce Commerce Cloud implementation with several years of customizations and accumulated business logic.
• Multi-storefront Configuration: Supporting different optical product categories with specialized business rules.
• Legacy Code Adaptations: Various historical customizations that addressed specific business requirements over time.
• Custom Cartridges: Several proprietary modules handling specialized optical retail needs.

Established Integration Ecosystem

• Payment Processing: Multiple payment integrations including Adyen gateway and Spain’s Bizum system.
• Inventory Systems: Connections to physical store inventory management for accurate stock representation.
• Order Management: Complex order handling flows for prescription products requiring manufacturing.
• Virtual Try-On Technology: Existing integration with Fitting Box for frame visualization.
• Appointment Scheduling: Integration with in-store appointment systems and calendars.
• Prescription Handling: Critical workflows connecting with fabricators like Cooper Vision via SFTP.

Operational Challenges

• Technical Debt: Areas of the codebase requiring modernization and refactoring.
• Documentation Gaps: Incomplete technical documentation of custom implementations.
• Performance Bottlenecks: Several identified areas where system performance could be improved.
• Deployment Complexity: Challenging release process with potential for business disruption.
• Critical Business Importance: The platform represented a vital sales and customer service channel that couldn’t experience downtime.

Seamless Partnership Transition

A critical success factor in this project was the flawless transition from Multiopticas’ previous digital partner to Zautre. Our approach ensured continuity throughout the handover process:

• Knowledge Transfer Protocol: We implemented a structured knowledge acquisition process that captured all aspects of the existing system architecture, custom implementations, and business rules.
• Zero Downtime Transition: The transition occurred with no service interruptions or performance impacts for customers or internal teams.
• Preserved Historical Data: All customer information, order history, and analytical data remained intact and accessible.
• Operational Continuity: We maintained all existing operational procedures while introducing improvements to monitoring and incident management.
• Collaborative Handover: We worked collaboratively with the outgoing partner during a defined overlap period to address any unforeseen challenges.
• Documentation Improvement: The entire technical environment was comprehensively documented as part of the transition, improving future maintainability.

This smooth transition established immediate trust with the Multiopticas team and provided a stable foundation for our ongoing support and maintenance work.

Maintenance and Support Approach

Zautre implemented a comprehensive support model for the existing landscape:

Immediate Stabilization

• System Audit: Complete technical evaluation of all platform components.
• Monitoring Enhancement: Implementation of improved alerting and performance monitoring.
• Quick Win Optimizations: Targeted improvements to address immediate pain points.
• Knowledge Base Creation: Development of comprehensive documentation of the existing system.

Sustainable Maintenance

• Dedicated Support Team: Specialists with deep Salesforce Commerce Cloud and optical retail domain expertise.
• 24/7 Incident Response: Robust on-call system ensuring rapid resolution of any issues.
• Regular Health Checks: Proactive monitoring and maintenance to prevent potential problems.
• Performance Optimization: Ongoing improvements to site speed and reliability.

Strategic Roadmap Development

• Technical Debt Assessment: Comprehensive analysis of areas requiring modernization.
• Platform Evolution Planning: Collaborative development of a long-term technology roadmap.
• Risk-Mitigated Change Strategy: Approach to evolution that protected business continuity.
• International Expansion Preparation: Technical groundwork for supporting new markets.

Business Continuity Results

The partnership yielded significant operational improvements while maintaining the existing system:

• 99.9% Platform Uptime: Consistent availability even during peak seasonal periods.
• 65% Faster Incident Response: Dramatic improvement in time-to-resolution for technical issues.
• 40% Reduction in Bug Reports: Proactive maintenance reduced overall system issues.
• Improved Business User Confidence: Marketing and merchandising teams reported greater trust in system reliability.
• Zero Failed Deployments: All system changes implemented without business disruption.

Current Focus and Evolution

While maintaining the existing landscape, Zautre is working with Multiopticas on carefully planned evolution in several areas:

• Gradual SFRA Migration Strategy: Methodical approach to modernizing the platform architecture.
• International Market Support: Extending the platform to support expansion beyond Spain.
• Enhanced Analytics Implementation: Improving data capabilities to drive business insights.
• Performance Optimization: Continuing to enhance site speed and customer experience.
• New Feature Implementation: Adding capabilities that leverage the stable foundation.

By focusing on maintaining operational excellence while enabling strategic evolution, Zautre has established a partnership that provides both stability and growth potential for Multiopticas’ digital commerce capabilities.