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Retail Transformation Excellence (2021-22) Comprehensive Salesforce Ecosystem for a US-based Retail Giant

Retail Transformation Excellence Comprehensive Salesforce Ecosystem for a US-based Retail Giant

Introduction

A Fortune 1000 Retail Enterprise aimed to overcome the challenges of their legacy systems and enhance ROI measurement. The goal was to adopt a full-scale Salesforce solution that seamlessly integrates Inside Sales, Service, and In-store operations, thereby fostering efficiency and customer satisfaction across all business units.

Objective

To spearhead a digital revolution within the retail space, customizing and expanding Salesforce functionalities to not only meet but exceed the evolving strategic demands of the client’s multi-faceted business operations.
  • Strategy
  • Real Madrid C.F
  • 24/11/2017
  • www.giorf.esp

Challenges

The following obstacles underscored the need for a strategic overhaul of their Salesforce ecosystem, demanding not just incremental changes but a comprehensive, tailored approach to modernize their retail operations.

Technical Ambiguity: The absence of a structured technical plan caused operational confusion.
Legacy Hurdles: Outdated systems incurred technical debt, hampering application management and performance.
Talent Gaps: Difficulty in hiring experts with the requisite Salesforce know-how.
Security Concerns: Expansion necessitated stronger safeguards for customer data.
Budgetary Limits: Financial limitations impacted the scope of innovation and scaling.
ROI Measurement: The need for precise ROI metrics was vital but challenging amidst complex operations.

Solution

Sales & Service Synergy

Integrated Salesforce Sales and Service Clouds for holistic customer management.
1

Uniffied Business Operations

Implemented Marketing and Commerce Clouds for a cohesive business approach.
3

Enhanced User Experience

Leveraged Experience Cloud for an optimized user journey.
2

Data Integration

Utilized MuleSoft for seamless data flow and inter-system communication.
4

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Technology Stack

Business Outcome

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