Case Study: Salesforce Data Cloud
Industry: Retail | Employees: 10k | Revenue: $5B
Do you make the most of your data? A leading global retailer faced knew they could leverage their vast amount of customer data to enhance customer engagement and drive sales. But, they needed a unified platform to integrate their data from various touchpoints, gain actionable insights, and deliver personalized customer experiences.
Challenges
Fragmented Data Sources: Customer data was spread across multiple systems including CRM, e-commerce platforms, in-store POS systems, and marketing automation tools.
Lack of Customer Insight: The company struggled to gain a 360-degree view of their customers, which hindered personalized marketing efforts.
Inefficient Marketing Campaigns: Without a unified view of customer data, marketing campaigns were often generic and failed to resonate with individual customer preferences.
Solution: Tenger Perform
Tenger Ways’ implementation framework, Tenger Perform, was perfectly suited to work with the enterprise’s existing partners and internal staff. We implemented Salesforce Data Cloud to integrate, manage, and analyze their customer data from various sources. Data Cloud provided the company with a centralized platform to consolidate data, create detailed customer profiles, and gain deep insights into customer behavior.
Key Features
Data Integration: Seamless integration with existing systems to pull data from CRM, e-commerce, POS, and other platforms.
Customer 360: Creation of unified customer profiles to gain a holistic view of customer interactions and preferences.
AI-Powered Insights: Leveraging Salesforce Einstein Analytics to derive actionable insights and predict customer behavior.
Personalized Marketing: Enhanced marketing capabilities to deliver personalized content and offers based on customer insights.
Implementation Process
Data Discovery and Assessment: The initial phase involved cataloging and understanding the various data sources across the organization. This included creating a comprehensive data dictionary to document the data points, their sources, and their relevance to the business objectives. By aligning data points with the business value, the team could prioritize the integration process effectively.
Data Integration: Seamlessly integrated data from multiple sources into the Salesforce Data Cloud, ensuring data accuracy and consistency across the board.
Profile Creation: Developed comprehensive customer profiles using AI-driven analytics to merge and analyze data points.
Insight Generation: Utilized Salesforce Einstein Analytics to generate insights and predict trends, enabling data-driven decision-making.
Personalized Campaigns: Created targeted marketing campaigns based on customer profiles and behavioral insights.
Results
Improved Customer Engagement: Achieved a 25% increase in customer engagement through personalized marketing efforts.
Enhanced Customer Loyalty: Saw a 20% increase in customer retention rates due to tailored experiences and offers.
Data Analysis: Applied advanced analytics to uncover trends, segment customers, and identify key opportunities for engagement.
Higher Conversion Rates: Marketing campaigns based on customer insights resulted in a 30% increase in conversion rates.
Increased Revenue: Overall sales grew by 15% as a result of more effective customer targeting and personalized offers.
Outcome
Implementation of Salesforce Data Cloud enabled the enterprise to overcome its data fragmentation challenges and leverage its customer data to drive meaningful engagement and increase sales. By gaining a unified view of their customers and leveraging AI-driven insights, they were able to deliver personalized experiences that resonated with their audience, ultimately leading to improved customer loyalty and increased revenue.
Want to learn more?
Tenger Ways helps with all of your needs across the IT Operations space. We’re a strategic partner with world-class technical chops. Most importantly, we hang our hats on using modern practices, such as “continuous everything” and “bring joy to the workplace” to help you realize business value faster and with happier team members and more satisfied clients. It’s not just hyperbole! Reach out and let us show you how Tenger Ways is vastly different.