Connecting Customer Data to More Personalised Retail Experiences
A Salesforce-powered customer data and marketing foundation for premiere gadgets and lifestyle product distributor in the Philippines. Bringing together online, offline, and loyalty touchpoints to support more relevant customer engagement.
One Connected Customer View
The project connected customer data from offline POS, Shopify, and Techbites through Salesforce Data Cloud, alongside Salesforce Marketing Cloud journeys for a premiere gadgets and lifestyle product distributor in the Philippines. The solution creates a foundation for understanding customer interactions across purchase and loyalty touchpoints and delivering more targeted communications.
Implementation Scope & Milestones
Objective
Unify customer data across retail and loyalty touchpoints to support customer understanding, segmentation, and personalised marketing.
Solution Foundation
Salesforce Data Cloud connected with offline POS, Shopify, and Techbites, alongside Marketing Cloud customer journeys.
Go-Live Milestone
Phase 1 go-live announced. The exact go-live date was not specified in the project announcement.
Project Features & Highlights
01 · Unified Customer 360 & Data Foundation
- Implemented Salesforce Data Cloud to unify customer data from offline POS, Shopify, and Techbites.
- Established a consolidated customer view spanning profiles, transactions, loyalty points, and vouchers.
- Created a foundation for data-driven personalisation and AI-powered customer engagement.
02 · Omnichannel POS & Shopify Integrations
- Integrated customer registrations and order transactions from offline POS and Shopify with Data Cloud.
- Connected in-store and online interactions to support a more consistent omnichannel experience.
- Enabled analysis of customer behaviour across purchase channels.
03 · Loyalty Intelligence & Segmentation
- Integrated Techbites registrations, loyalty points, and vouchers into Data Cloud.
- Enabled audience segmentation based on purchase behaviour, loyalty engagement, and voucher activity.
- Created opportunities for personalised promotions and targeted retention campaigns.
04 · Product Master & Predictive Intelligence
- Established centralised Salesforce Products Master database management.
- Created a foundation for product affinity analysis and cross-sell and upsell recommendations.
- Prepared for predictive insights using configured models and available data.
05 · 11 Marketing Cloud Journeys
- Launched 11 journeys covering welcome communications, upsell and cross-sell campaigns, iOS 18-related journeys, and dual-journey orchestration.
- Supported timely, targeted communications based on customer interactions and available data.
- Established a foundation for future AI-assisted engagement as relevant capabilities are configured and deployed.
06 · AI-Ready Engagement Foundation
- Created opportunities to extend segmentation and customer engagement through Salesforce AI capabilities.
- Potential future applications include predictive customer insights, personalised recommendations, and next-best actions.
- These capabilities depend on further configuration, deployment, and available data.
What the Connected Foundation Enables
More Unified Customer Understanding
A more connected view of customers across online, offline, and loyalty touchpoints.
Smarter Audience Segmentation
More relevant audience groups using customer attributes, purchase history, loyalty behaviour, and configured insights.
More Personalised Customer Journeys
Marketing journeys supporting welcome, retention, upsell, and cross-sell communications.
A Foundation for Predictive & AI-Driven Marketing
Opportunities to apply predictive models and Salesforce AI capabilities as they are configured and deployed.
Looking to Connect Customer Data and Marketing?
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