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“Walk with spirituality” is an online platform which helps women and girls to know Jesus Christ personally by making Scripture and the…
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How We Transformed a Leading Supermarket Chain into aConnected Salesforce Retail Ecosystem
The customer would like the system to be user-friendly and be easy to use across the store, mobile app, and online channel. The retailer had been trading from several locations. Still, each location was on a different scale and had different data for customer loyalty service requests, etc. Integrated the retailer's online store with Salesforce. All their customer data, loyalty marketing, and service are now stored centrally in Salesforce, and their customer experience is consistent across all channels.
About the Company
Our client is a leading premium supermarket chain nationwide, with many store branches across the Retail & Consumer Goods industry. Due to the company’s expansion in both online and in-store business in previous years, they wanted a platform to keep the experiences of each individual customer as personal to them as possible, but without complicating the system.
360°
Unified Customer View
1
Single Source of Truth for Loyalty
Real-Time
Order and Delivery Visibility
Automated
Cart Recovery Journeys
Free Consultation 
No Setup Costs 
24/7 Support The Challenge
The greatest difficulty was connecting stores, apps, and the website without losing control of customer information.
Separated Customer Data: Store, app, and website data were siloed. We were unable to truly understand our customers' shopping behavior.
Complicated loyalty rules: The reward level, point expiration, and checkout redemptions all ran inside the e-commerce site, which were difficult to use and slow.
Delayed Customer Support: Calls, feedback, and delivery-tracing questions were routed to many different mailboxes, and we met with long response times.
Loss of revenue through cart abandonment: Customers left items in the shopping cart, and there was no reminder to complete the purchase.
Transparency of orders. Support couldn't see the complete lifecycle of an order from packing, through postage, and to delivery.
Our Solution
We connected the online store to Salesforce in real time, turning scattered data into one automated workflow.
Unified 360° Customer Identity
One ID links each shopper across stores, apps, and the website.
Centralized Loyalty & Rewards Engine
Salesforce manages all reward rules in one place.
Real-Time Order & Delivery Intelligence
Every order step syncs to Salesforce, from invoice to delivery.
Automated Marketing, Support & Merchandising
Cart reminders, support cases, and best-seller updates run on connected data.
Unified 360° Customer Identity
Offers one profile per shopper so an overall picture can be taken by the retailer.
- Syncs any sign-ups and profile updates straight into Salesforce in real time.
- Assigns one enterprise ID across all stores and digital channels
- Displays purchase history, habits, and emails in a single source.
- Helps staff personalize every customer interaction
Centralized Loyalty & Rewards Engine
Moves all reward rules into Salesforce, so points and tiers stay accurate, and the store stays fast.
- Shows tier level, points balance, and benefits live on the storefront
- Lets customers redeem points in one click at checkout
- Credits points back instantly when an order is canceled or changed
- Keeps the e-commerce store fast by moving complex calculations to the cloud
Real-Time Order & Delivery Intelligence
Tracks every order from invoice to doorstep, so teams always know where an order stands.
- Syncs order and invoice updates to keep financial records aligned
- Captures driver assignments and delivery timestamps for last-mile tracking
- Logs returns, refunds, and credit notes directly in Salesforce
- Lets support agents answer order status questions instantly
Automated Marketing, Support & Merchandising
Uses connected data to recover carts, resolve queries faster, and promote what sells best.
- Sends automated cart reminders and recommendations through Marketing Cloud
- Syncs newsletter and engagement data for targeted campaigns
- Routes inquiries into Service Cloud as organized cases with order and reward context
- Feeds online and offline sales data back to the store to highlight best-sellers
Enterprise Transformation Principles
Before Transformation
- Customer data, loyalty, and support were all in separate systems.
- Customer care teams had limited visibility into orders and deliveries
- Abandoned carts went unrecovered, and loyalty rules slowed the store
After Transformation
- A unified Salesforce ecosystem at each and every touchpoint.
- Instant access to order history, delivery details, and levels of loyalty.
- An automated way to recover carts and a fast, peak-capable storefront.
Unified
Rewards Across Stores and Digital
Faster
Support Resolution
Peak-Ready
Store Performance
Tech Stack
Elsner Technologies Pvt Ltd delivered the client’s website on time and within budget. They were a responsive partner who understood the importance of the client’s brand and message. The agile team quickly implemented the client’s feedback; they met virtually and communicated via email.
Struggling to Connect Your Retail Channels Without Losing Control?
When your stores, app, and website grow, your customer data needs to grow smarter. We help you build systems that stay fast, connected, and easy to manage. Let's build a retail ecosystem that scales with you.
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