A specialty retailer was running two parallel customer universes — one online, one in-store — with no connection between them. Loyalty points couldn't cross channels, store associates had no visibility into online behavior, and 1.2 million customers were being treated like strangers every time they switched touchpoints. Quantum unified the entire customer profile across POS, e-commerce, and CRM using Commerce Cloud and Data Cloud, then layered in AI-driven product recommendations and a redesigned cross-channel loyalty program. The result: 23% higher average order value, 31% stronger loyalty engagement, and a single unified view of every customer — online and in-store.
How a Specialty Retailer Unified 1.2M Customer Profiles — Commerce Cloud and Data Cloud
The Challenge
Completely separate online and offline customer databases. In-store purchases invisible to e-commerce. Loyalty rewards couldn’t be redeemed across channels.
The Solution
Commerce Cloud + Data Cloud with unified POS, e-commerce, and CRM profiles. AI-driven product recommendations, redesigned cross-channel loyalty program, and in-store tablets for personalized consultations.
The Impact
- 23% increase in average order value
- 31% improvement in loyalty engagement
- Unified view of 1.2M customers
