Executive Summary

  • Client: A leading retail giant with 1,000+ stores and a thriving e-commerce platform.
  • Challenge: Disconnected customer data across multiple systems leading to inconsistent experiences.
  • Solution: Implemented a Customer 360 solution on Salesforce to unify customer data and enable personalized engagement.
  • Results:
    • 20% increase in customer retention.
    • 30% improvement in marketing campaign ROI.
    • 40% faster resolution of customer service inquiries.

“Salesforce Customer 360 gave us a single view of our customers, transforming how we engage with them.”

 –  VP of Customer Experience.

Client Background

Who They Are

The retail giant operates globally, offering a wide range of products both online and in-store. Their mission is to deliver exceptional customer experiences at every touchpoint.

Pre-Challenge State

  • Customer data was siloed across CRM, e-commerce, loyalty programs, and in-store systems.
  • Inability to personalize marketing or provide consistent service across channels.

“We had data everywhere, but no way to connect the dots. It was frustrating for us and our customers.”

 – VP of Customer Experience.

The Challenge

Pain Points

  1. Disconnected Data: Customer interactions were scattered across multiple platforms.
  2. Inefficient Marketing: Generic campaigns led to low engagement and ROI.
  3. Poor Customer Service: Agents lacked a complete view of customer history, leading to longer resolution times.

Business Impact

  • Declining customer loyalty and retention.
  • Missed revenue opportunities due to lack of personalization.

Client Goals

  • Create a unified view of customer data.
  • Enable personalized marketing and sales efforts.
  • Improve customer service efficiency and satisfaction.

The Solution

Approach

  • Implemented Salesforce Customer 360 to integrate data from CRM, e-commerce, loyalty programs, and in-store systems.
  • Built a centralized customer profile with real-time updates across all touchpoints.

Technologies Used

  • Salesforce Products: Sales Cloud, Service Cloud, Marketing Cloud, and Tableau.
  • Integration Tools: MuleSoft for seamless data connectivity.
  • AI/ML: Salesforce Einstein for predictive analytics and personalized recommendations.

Key Features

  1. Unified Customer Profiles: A single source of truth for all customer interactions.
  2. Personalized Marketing: Tailored campaigns based on purchase history and preferences.
  3. Omnichannel Service: Agents accessed complete customer histories for faster resolutions.
  4. Real-Time Analytics: Tableau dashboards provided insights into customer behavior and trends.

Implementation Process

Timeline

  • Phase 1 (Discovery): 4 weeks of data mapping and stakeholder alignment.
  • Phase 2 (Integration): 3 months to connect systems and build unified profiles.
  • Phase 3 (Deployment): Rolled out in phases across marketing, sales, and service teams.

Team Structure

  • Salesforce architects, data engineers, and the retail giant’s IT and business teams.

Overcoming Hurdles

  • Ensured data accuracy and consistency during integration.
  • Trained employees on Salesforce tools for seamless adoption.

Results and Impact

Quantitative Metrics

20%%

Increase in Retention

Personalized experiences boosted loyalty.

30%

Higher Marketing ROI

Targeted campaigns drove more conversions.

40%%

Faster Service Resolutions

Agents resolved issues faster with complete customer histories.

Qualitative Benefits

  • 😊 Improved customer satisfaction with consistent, personalized experiences.
  • 🛠️ Empowered teams with actionable insights and streamlined workflows.

“Salesforce Customer 360 transformed how we understand and engage with our customers.“

  – VP of Customer Experience.

Project Snapshot

  • Client: Retail, Global
  • Technologies: Salesforce Customer 360, MuleSoft, Tableau
  • Key Metric: 20% increase in customer retention

“Salesforce Customer 360 didn’t just unify our data—it unified our entire approach to customer engagement.“

 – VP of Customer Experience.