Retail & CPG · Salesforce
Specialty retailer lifts personalized conversion 18% on Salesforce Data Cloud
18% conversion lift · unified profile across 140M customer records
At a glance
Key metrics
Challenge
The situation
Customer data lived in four marketing clouds, two e-com platforms, and POS. Segmentation took weeks and personalization was generic. Agentforce was available but had no trustworthy profile to stand on.
Approach
How we delivered
- 01 Stood up Salesforce Data Cloud as the unified customer graph, pulling from POS, e-com, loyalty, and service.
- 02 Rebuilt key segments as Data Cloud calculated insights, enabling Agentforce-driven service and real-time personalization on site and in-app.
- 03 Embedded data quality + consent governance so every activation respected regional privacy commitments.
Architecture
Solution architecture
Data Cloud as the customer graph; Marketing Cloud, Commerce Cloud, Service Cloud, and Agentforce as activation channels. Segments and calculated insights published via Data Actions. Real-time events from the e-com stack into Data Cloud streaming. Consent managed through Consent Data Model tied to regional regulations.
Outcomes
Measured results
- 18% conversion uplift on priority personalized journeys.
- 3x faster campaign launch from brief to in-market.
- Agentforce-powered service resolves 27% of contacts without human handoff.
Technology
Tech stack
Platform
- Salesforce Data Cloud
- Marketing Cloud
- Commerce Cloud
- Service Cloud
- Agentforce
Integration
- MuleSoft
- Data Cloud Streaming APIs
“We had the channels. We didn't have the customer. Data Cloud — with Apptad's operating model — gave us both.”
Related
More outcomes
Chasing a similar outcome?
Tell us your target — cycle time, cost, risk, adoption. We'll walk you through what we've delivered closest to it.