Client Overview
A global fashion e-commerce retailer with multiple online stores and physical outlets needed a unified CRM solution to manage online orders, customer interactions, and marketing campaigns. Their existing platforms lacked AI-driven personalization, seamless inventory tracking, and omnichannel customer engagement.
Challenges
The brand struggled with inconsistent customer experiences across online and offline channels, inefficient order tracking, and low customer retention. Manual marketing efforts resulted in low engagement, while disconnected inventory systems led to stockout issues and delayed deliveries.
Solution: Salesforce Commerce Cloud & Marketing Cloud Implementation
To modernize their operations, InfoTechBrains implemented Salesforce Commerce Cloud & Marketing Cloud, ensuring a seamless omnichannel shopping experience with AI-driven customer insights.
- Personalized Shopping Experiences with AI: Using Salesforce Einstein AI, we enabled dynamic product recommendations, automated cart recovery, and predictive analytics, enhancing customer engagement and boosting conversions.
- Seamless Omnichannel Order Management: Salesforce Commerce Cloud unified online, mobile, and in-store inventory, ensuring real-time stock updates and faster fulfillment. Customers could now choose buy-online-pickup-in-store (BOPIS) options effortlessly.
- Automated Marketing Campaigns with Marketing Cloud: We leveraged AI-powered email marketing, SMS notifications, and social media automation to personalize promotions and re-engage abandoned cart users.
- Integration with Payment & Logistics Providers: We seamlessly integrated payment gateways, shipping providers, and ERP systems, streamlining order processing and reducing delivery times.
Impact
With Salesforce, the retailer achieved higher conversion rates, better inventory management, and stronger brand loyalty. Customers experienced a smooth, personalized shopping journey, leading to increased repeat purchases and higher revenue growth.
