Case studies · Retail & e-commerce
One customer view and self-service returns for an omnichannel retailer with Salesforce
A fashion and accessories retailer with 30 stores and a Shopify webshop sells to the same customers online and in store. Orders lived in Shopify and the POS, stock and refunds in the ERP, and every customer question meant searching three systems. TrueSolv brought service, returns and customer history into one Salesforce org.
At a glance
What changed
01 — Challenge
Five tools, no single view of the customer
The retailer's service team handled several thousand order and return questions a month by email, chat and phone. Each answer meant opening Shopify for online orders, the POS back office for store purchases, the ERP for stock and refunds, and the carrier site for tracking. Marketing could not tell a loyal store customer from a first-time online buyer, so the same discounts went to everyone.
Order questions eat the day
Most service contacts were “where is my order” and “how do I return this”, each needing several systems to answer.
Returns waited for approval
Return requests came in by email, were keyed into the ERP by hand and refunds waited for a manager to approve them.
The same customer, five times
Online and in-store purchases sat on separate records, so lifetime value and loyalty status were guesswork.
02 — Solution
Service first, then one customer profile, then marketing
The build was phased so customers felt the change in the first weeks: service and order status went live first, the unified profile and marketing followed.
Service Cloud console with order context
Email, chat and social messages land in one console. Each case shows the customer's online and store orders, delivery status and past contacts, pulled from Shopify, the POS and the ERP.
Agentforce for order status and returns
An Agentforce agent on the website chat and help centre answers order and delivery status and starts returns or exchanges within the retailer's policy, then hands anything unusual to an agent with the conversation attached.
Returns workflow connected to the ERP
Approved returns create the refund or exchange in the ERP automatically. Rules approve standard returns instantly and route exceptions to a supervisor.
One customer profile across channels
Data 360 matches Shopify, POS and loyalty records into one profile with lifetime value, preferred store and channel, so service and marketing work from the same picture.
Segments and win-back journeys
Purchase-based segments feed post-purchase, review request and win-back journeys in the retailer's email tool, instead of one newsletter for everyone.
03 — Why it matters
Why retailers start with service
Order status and returns are where customers judge a retailer after the purchase, and they are also the most repetitive work a service team does. Automating them frees the team for the conversations that actually need a person.
Starting with service also forces the data work that everything else depends on: once every order is connected to the right customer, marketing segments, loyalty and reporting follow naturally.
04 — Results
Results
Answer to “where is my order”
Agents and the Agentforce agent see order and delivery status on the case, without switching systems.
Standard returns processed
Rules approve standard returns and trigger the refund in the ERP automatically.
Of every customer across channels
Service and marketing see the same lifetime value, history and preferences.
05 — Technologies
Built with
06 — Work with us
Running a retail business on disconnected tools?
We will tell you honestly what Salesforce would change for your team, and what it would take. Fixed scope, fixed price, agreed before we start.
Book a free discovery call
Tell us which channels you sell through and where customers fall through. We come back within one business day.
[email protected]
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