Published:
June 2, 2025
Category:
Salesforce Commerce Cloud
Client location:
United States
salesforce commerce cloud

Client Overview:

A specialty gourmet food brand with $18M annual revenue and a loyal base of food enthusiasts across the U.S. The company operated five retail stores and a mail-order catalog, offering artisanal cheeses, cured meats, fine wines, and pantry staples. Known for high-quality, locally sourced products and expert food pairing advice, the brand had strong in-store engagement but lacked the digital infrastructure to serve a broader audience.

With rising demand for premium at-home dining experiences, the client sought to expand beyond brick-and-mortar and embrace digital commerce—without compromising on the premium, curated feel of their brand.

“Deliver a premium, sensory-driven online shopping experience that mirrors in-store expertise and elevates specialty food retail.”
– Business Needs

Technical Contribution :

Implemented Salesforce Commerce Cloud to deliver a seamless, personalized shopping experience across physical and digital touchpoints. Key solutions delivered include:

  • Unified Inventory Management: Achieved real-time inventory syncing across all store locations, enabling buy-online-pickup-in-store (BOPIS), ship-from-store functionality, and “endless aisle” capability for ordering from other store inventories.
  • Personalized Shopping Experience: Developed rich customer profiles incorporating size, style, and purchase history. Implemented personalized product recommendations, wishlist features, back-in-stock alerts, and virtual styling consultation bookings.
  • Omnichannel Customer Journey: Ensured seamless integration between online and in-store experiences. Provided mobile access for store associates to assist based on customer preferences, integrated social commerce features showcasing real customer styling photos, and offered early access to exclusive product drops for VIPs.

Benefits Deliver :

  • We saw a substantial increase in revenue growth, with an impressive $4.8 million increase in annual revenue within the first year. A key driver of this growth was the successful launch of our online platform, which now accounts for 45% of total revenue, a significant leap from zero. Additionally, our strategy of inventory sharing led to a 65% increase in cross-location sales, further contributing to our revenue expansion.
  • Our efforts to enhance the customer experience yielded excellent results, marked by a 50% improvement in customer satisfaction. We also observed a 32% higher average order value through the implementation of smart recommendations, indicating more effective upselling and cross-selling. Furthermore, our personalized engagement strategies led to a notable 40% increase in customer retention, demonstrating stronger customer loyalty.

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