Retail Chain Unified Commerce Transformation
Connected 850 retail stores with e-commerce operations using Commerce Cloud and Service Cloud, driving $127M in incremental revenue through unified customer experiences.
What we achieved
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Description
Pinnacle Retail Group, operating 850 stores nationwide, was losing market share to digital-first competitors. Their online and in-store experiences were completely disconnected—customers couldn't check store inventory online, returns were a nightmare, and customer service agents had no visibility into online purchases.
We implemented a unified commerce strategy using Commerce Cloud integrated with Service Cloud and Marketing Cloud. The solution included real-time inventory visibility, buy-online-pickup-in-store (BOPIS), endless aisle capabilities, and a unified customer service platform that worked across all channels.
Custom development included a mobile app for store associates, integration with their POS systems, and AI-powered personalization. Our lifetime guarantee ensured continuous optimization as consumer behaviors evolved.
Challenges
The biggest challenge was integrating 15 different regional inventory systems into a single real-time view while maintaining 99.99% accuracy. Peak holiday traffic required the system to handle 100,000 concurrent users.
Training 25,000 store associates on new omnichannel processes while maintaining daily operations required a phased rollout strategy. Each region had different promotional rules and tax requirements that needed to be accommodated.
Creating a consistent brand experience across web, mobile, and in-store while allowing for local market customization added layers of complexity to the implementation.
