Retail Business Transformation & ROI Growth Through Salesforce Integration Services
A Fortune 1000 retail company was struggling with outdated systems that made measuring ROI a guessing game. The firm’s goal was simply to bring Inside Sales, Service, and in-store operations under one Salesforce umbrella and make life simpler for their teams and customers.
To understand their challenge better, imagine a store manager checking inventory, sales reps updating deals, and service agents responding to customer queries, all in one connected system.
Technology Stack
“We wanted a platform that doesn’t just track numbers but actually helps our teams work smarter,”
says Jane Thompson, VP of Operations.
Challenges: What Was Holding their Business Back?
The company faced hurdles that made simple fixes impossible.
For example, take the example of their customer support team delays in data flow meant customers sometimes received duplicate follow-ups. Small inefficiencies like this added up.
Plumlogic Salesforce Services To Unify Whole Ecosystem
Plumlogix understands that modernizing systems isn’t just about technology; it’s about creating smoother, and smarter workflows. Without a strategic plan, even talented teams can struggle to hit business goals.
- Implemented Sales Cloud & Service Cloud
By integrating Sales and Service Clouds, we connected all customer touchpoints. Now sales reps and service agents share the same real-time data. Which means there are fewer missed opportunities and more happier customers. Thus, a unified view of customers helps teams act faster and smarter.
- Enhanced User Experience Across System
Experience Cloud helped redesign the journey for both customers and employees. Imagine a shopper checking stock online and picking it up in-store seamlessly.
One of the store manager noted,
“It’s like everything is finally connected to each other. So we can focus on the customer instead of wrestling with systems.”
says Jane Thompson, VP of Operations.
Their smooth experiences for users translate into happier customers and productive employees.
- Unified Business Operations
With the help of Marketing Cloud and Commerce Cloud, we tied online campaigns, promotions, and store operations together. Instead of separate silos, all teams can now run coordinated campaigns.
Also, it improves the reach of the campaigns now they are targeting the right customer at the right time.
- Data Protections & Integration
With the help of MuleSoft, Plumlogix connected legacy systems, in-store tech, and cloud platforms. Now data flows seamlessly, reducing errors and giving leadership a clear picture of operations.
For instance, a product launch could be tracked across online and offline channels in real time, informing immediate decisions. Integrated data isn’t just convenient, it drives confident decision-making.
- AI chatbot & Lead Generation Automation
Einstein chatbot now effectively engages all the potential leads from failed carts or past engagements. It helps to convert these missed opportunities into future sales.
- Lightning Experience Rollout & Email Tracking
The Sales Management application was deployed in Lightning Experience. It enables all teams to capture emails on lead records and automate critical business processes.
Results
The transformation did not just smooth business workflows but also delivered a huge positive impact. The bottom line results across the entire retail operations are the following:
- The Mattress Firm saw a 25% increase in the overall user engagement. As teams finally gained the visibility and speed they needed, It helped them close deals faster.
- Moreover, they witness, average deal size climbed 15%, fueled by better insights and more connected customer services.
- These improvements in lead tracking and automation bring a remarkable 45% jump. Also 15% increase in average deal size.
- Also, smarter AI automations and consolidated processes drove 25% of cost efficiencies. It allows the firm to redirect budget toward innovation instead of maintenance.
- With the increase of easier workflows and fewer system delays, team productivity soared 50% across key roles.
From Today’s Wins To Tomorrow Vision
This transformation proved something simple but profound:
“When a retail organization connects its people, data and processes, growth is not theoretical, it’s inevitable”
By modernizing their Salesforce ecosystem, the company moved from fragmented workflows to a unified engine that drives revenue, efficiency, and customer experience.
Which is just the beginning. With clean data, connected teams and scalable foundations in place. It helps the retailer firms now exploring the new opportunities to grow their business.