Salesforce for retail teams that want the brand experience to match the stack.
Retail Salesforce rollouts fail when they're configured for reporting rather than merchandising velocity. We design for the team shipping campaigns, the agent handling the post-purchase call, and the CX your customer actually feels — in that order.
Pressures shaping
the roadmap.
- Channel fragmentation
Web, app, store, marketplace — each running a parallel CX stack without shared identity.
- Loyalty + subscriptions locked to a vendor
Third-party loyalty means every brand experiment is a contract negotiation.
- Margin compression meeting ad-spend volatility
Paid acquisition gets more expensive while basket sizes are harder to grow.
- Editorial velocity bottlenecked by engineering
Every new merchandising experiment waits for an engineering sprint.
The plays we run
in this intersection.
- Unified customer + order view
Data Cloud unifies commerce, marketing, service, and loyalty data. Service consoles and marketing journeys work from the same profile.
- Service Cloud for post-purchase
Omnichannel service console with bot-assisted tier-1 deflection and agent-facing LLM enrichment.
- Marketing Cloud Engagement + Data Cloud segmentation
Real-time segments with freshness SLAs, activated into paid + owned channels.
- Editorial tooling without engineering tickets
Experience Cloud or Commerce Cloud configured so merchandisers publish without filing a bug.
What the engagement includes.
- Service Cloud omnichannel + bots for retail
- Marketing Cloud Engagement + Account Engagement
- Data Cloud unified profiles + segmentation
- Commerce Cloud B2C (where warranted)
- Loyalty + subscription management
- Managed service + ongoing campaign engineering
“Configuration is the cheap part. Process is the work.”
Salesforce delivery since 2014 across Service, Sales, and Experience clouds. Specializes in regulated-industry rollouts.
Full profileSalesforce × Retail & E-commerce on your roadmap?
30 minutes with Ananya Iyer. No slides, no deck — an architecture sketch, a scope estimate, and a candid second opinion.
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