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Helping Retailers Stay Ahead of the Curve with Salesforce

Maybe you haven’t met Walmart’s new employee that integrates with the store’s ERP (enterprise resource planning software) to identify incorrect prices and items that need to be restocked, but chances are you’ve experienced a personalized, omnichannel marketing journey triggered by your online browsing.

Either way, it’s evident that the retail industry is leading the way when it comes to innovating and keeping pace with burgeoning technologies.

With NRF 2019: Retail’s Big Show taking place in New York next week, let’s dig into a couple of unexpected ways retailers can use Salesforce to:

  • Engage employees in a meaningful way so they can do their best work
  • Provide an effortless experience throughout the customer’s lifecycle.
Engage your Employees

It’s difficult for retailers to build meaningful connections with their young workforce. Posters in the staff room and store-wide emails do little for employees who would prefer using their preferred channels.

“There is a huge opportunity for retailers to give some of the power back to their employees,” explains Mike Bogan, Solution Engineer at Traction on Demand. “By leveraging an online community, retailers can enable their customer-facing staff to provide exceptional customer service.”

A platform like Traction Retail arms employees with the information they need to be prepared for their next shift. This could include consistent training across all retail locations, a lookbook of new products or the most recent updates from the head office. “Access to this information puts retail employees ahead of customers and helps them create the best, most informed in-store experience,” says Mike.

Delight your Customers

Retailers have the brick-and-mortar and online experiences down to a science. Many are already connecting online and in-store data in their CRM, creating a holistic understanding of their customers.

However, consumers now expect this on-demand and seamless experience across every interaction, even when retailers step into the field. To bridge the gap between on-site visits and the rest of the customer experience, retailers can leverage a platform like Salesforce Field Service Lightning. Drawing on all of the data in your CRM system, this platform makes sure retailers get the right service person to the right place to do the right thing with the right tools at the right time.

While Field Service Lightning is typically seen as a product for service organizations, it can support retailers in their sales and service cycles. For instance, in the sales cycle, electronic retailers can schedule the installation of a new sound system at the time of sale, reducing follow-up for the customer. Alternatively, a home appliance retailer can perform regularly scheduled maintenance during a break-fix appointment, which eliminates the need for a return visit.

Join Us at NRF 2019: Retail’s Big Show

These are just a couple of use cases, but we’ll be highlighting many more in our presentations at NRF 2019: Retail’s Big Show. Please stop by our theatre sessions at Salesforce’s booth to see these solutions in action.

  • Field Service Lightning: Retail at Lightning Speed with Andrew Nass, Field Service Subject Matter Expert, on Monday, January 14 at 4:30 pm at Booth #3719
  • Traction Retail: Connected Store Operations with Steve Buzinski, Retail Business Development Manager, on Tuesday, January 15 at 11:30 am at Booth #3719

Not heading to NRF2019, but still interested in learning more? Please get in touch.

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