Specialty Retailer : Omnichannel Personalization

By Slimane Kaci, on March 12 2026

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

SALESFORCE

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Sales Cloud Quick Starter

Your sales reps are drowning in manual data entry, guesswork forecasting, and tool-switching — and it's costing you deals every single quarter. In 7 weeks, we deploy a fully configured Sales Cloud built around your actual sales process: clean data architecture, smart automation, real-time pipeline dashboards, and a team of three specialists to get you there. No generic setup. No Salesforce defaults. Just a production-ready CRM your reps will actually use.

Sales + Service Cloud Starter Pack

Your sales team closes the deal — and then the customer has to explain everything all over again to support. That's not a people problem, that's a platform problem. In 14 weeks, we deploy Sales Cloud and Service Cloud fully configured and connected, so every team works from the same customer record: no handoff friction, no lost context, no repeated conversations. From first touch to post-sale support, your entire customer journey finally runs on one source of truth.

Sales Cloud + Account Engagement Starter Pack

Marketing sends leads that sales ignores. Sales blames marketing for poor quality. And somewhere in between, revenue slips through the cracks. In 10 weeks, we connect Sales Cloud and Account Engagement into a single revenue engine — where leads are captured, nurtured, scored, and handed off with full context. Marketing finally proves its ROI. Sales gets warm, qualified leads worth acting on. And both teams are working from the same data, for the first time.