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Major Retailers Drive Consumer Engagement and Commerce Growth with Salesforce
Thursday, January 10, 2019

Salesforce will be joined at NRF 2019 by retail customers and partners showcasing how they're transforming shopping and connecting commerce everywhere

SAN FRANCISCO, Jan. 10, 2019 /PRNewswire/ -- Salesforce (NYSE: CRM), the global leader in CRM, is empowering major retailers to transform shopping across every touchpoint and connect commerce everywhere. Next week at NRF 2019, Salesforce will host a community of customers and partners exhibiting on the EXPO Floor at the Jacob K. Javits Convention Center in New York, showcasing innovative shopping experiences from Rituals Cosmetics, Brunello Cucinelli, The Container Store, Crocs, Mulberry, Shinola and more.

For retailers to compete effectively and win the hearts, minds and wallets of modern consumers, they need a single view of customers across commerce, marketing and customer service. Salesforce provides retailers with a unified platform designed to drive integrated, intelligent and innovative shopping experiences wherever consumers interact with a brand--including mobile, web, social and store.

"The world of retail has become democratized," said Rob Garf, VP of Retail Strategy and Insights at Salesforce. "It's not just about driving transactions within the physical and virtual four walls, but it's increasingly about pushing the brand to wherever consumers are shopping. Salesforce allows retailers to be where their consumers are."

Here's how Brunello Cucinelli, The Container Store, Kroger, Michaels, Mulberry, Net-a-Porter, Overstock.com, Rituals Cosmetics and Shinola are transforming shopping with Salesforce:

    --  Brunello Cucinelli--an Italian luxury ready-to-wear brand--moved its
        ecommerce business to Commerce Cloud in 2016 to extend its luxury
        shopping experience online and has since quadrupled its ecommerce
        revenues. The company also uses Marketing Cloud to give every customer
        communication a personal feel, and Service Cloud empowers Brunello
        Cucinelli employees to deliver the luxury service experiences expected
        by its clientele. With customer order history and automated workflows,
        store managers are able to expedite customer service needs, enabling
        employees to spend more time building relationships with shoppers.
    --  The Container Store--a leading retailer of storage and organization
        products in the United States--uses Service Cloud and Sales Cloud to
        provide its service agents and sales team with a unified platform for
        customer engagement. With Service Cloud, The Container Store built a
        guided framework for agents to create custom closets, an important part
        of The Container Store's business. The company also rolled out Field
        Service Lightning to help dispatchers quickly allocate contractors for
        installation jobs based on their skills. Thanks to the integration, The
        Container Store found it decreased the time it took to schedule
        installations from up to five days to just minutes, and eliminated 100
        percent of installations not paid for.
    --  The Kroger Co.--the third largest retailer in the world--is using
        Marketing Cloud to hyper-personalize the grocery experience for its
        millions of customers. With Marketing Cloud, Kroger can access rich
        online and offline consumer data to better segment audience types and
        deliver more than a billion emails annually that include personalized,
        localized offers. The company has found it increased clicks by 40
        percent as a result, leading to increased engagement, conversion and
        loyalty.
    --  The Michaels Companies, Inc.--North America's largest specialty provider
        of arts, crafts, framing and more--is deploying Marketing Cloud to
        engage and inspire its customers with personalized content, promotions
        and offers; and Heroku and MuleSoft Anypoint Platform to quickly build
        apps and create integrated, omnichannel shopping journeys. Together with
        Commerce Cloud and Service Cloud, Michaels is bringing its commerce,
        service and marketing onto one platform to deepen engagement with its
        tens of millions of customers across every touchpoint.
    --  Mulberry--a British lifestyle brand--is deploying Salesforce in
        partnership with Tulip to create a seamless shopping experience between
        online and in-store. Tulip will provide Mulberry store associates with
        clienteling and a mobile point-of-sale that is integrated with Service
        Cloud, giving them an in-depth view of shopper preferences. Mulberry is
        also deploying Marketing Cloud to deliver personalized customer
        engagement across every channel including email, digital advertising and
        social media.
    --  Net-a-Porter--a premier luxury fashion destination--turned to Datorama,
        a Salesforce company, to unify more than 270 data streams into a single
        view, resulting in a better understanding of sales impact and ROI across
        its global marketing programs. Now, Net-a-Porter has transparency into
        marketing and sales KPIs with the speed and granularity required to
        improve advertising against all shipped orders. As a result,
        Net-a-Porter is able to optimize and report on all of its marketing
        investments and activities at a global scale. As a result, the company
        has seen an annual time savings of more than 2,000 hours (that equates
        to more than 40 hours per week across approximately 25 team members) and
        now has the ability to report on an "always on" basis--plus smarter
        decision making across every campaign, creative, keyword, post and
        audience.
    --  Overstock.com--a billion-dollar retailer serving tens of millions of
        customers every month--deployed Service Cloud to empower hundreds of
        associates to deliver consistent, personalized customer service across
        multiple channels. With Lightning Flow, Overstock.com built guided
        engagements, giving associates a step-by-step process for interacting
        with customers, partners and vendors. The company also rolled out
        Lightning Service Console, a hub for associates to access all relevant
        customer information from a single platform, resulting in a more
        personalized customer experience. Overstock.com transitioned
        approximately 1,000 associates across multiple facilities to Service
        Cloud in a matter of days.
    --  Rituals Cosmetics--a fast-growing European cosmetics brand--has doubled
        its U.S. business year-over-year, with plans to launch 10 standalone
        stores and multiple points of sale with travel, retail and wholesale
        partners annually. Online is a big driver of that growth--with Commerce
        Cloud, Rituals Cosmetics grew its online business by 70 percent in just
        one year, providing a rich digital experience that comprises
        click-and-collect data capture, real-time inventory availability,
        next-day delivery, local payment options and dynamic brand content.
        Unifying the shopping journey on one platform, Rituals Cosmetics also
        uses Marketing Cloud for smarter, more targeted marketing and Service
        Cloud for fast, personalized service. In addition, Success Cloud helps
        Rituals Cosmetics realize the full potential of Salesforce features and
        integrations.
    --  Shinola--a brand that serves as a symbol for Detroit's revival and
        commitment to making American-built products--integrated Marketing
        Cloud, Service Cloud, MuleSoft and its clienteling app, built on Service
        Cloud, to get a 360-degree customer view. As a result, Shinola has seen
        an increase in brand recognition, sales, customer loyalty and store
        traffic. By creating a foundation for seamless future integration,
        Shinola can continue to service its customers with a consolidated view
        of order history, repair status history and VIP service for top
        customers.

Salesforce for Retail
Salesforce helps retailers connect to customers in a whole new way. With the world's #1 CRM including marketing, commerce and service, retailers can deliver smart and seamless shopping experiences across every engagement channel. Learn more at salesforce.com/retail.

Join Salesforce Partners at NRF 2019
Salesforce Booth #3719 on the EXPO Floor will feature 20 theater sessions with Salesforce partners--including Acumen Solutions, OSF Commerce and SessionM, who will be showcasing joint customer success. To learn more about Salesforce theater sessions, partner booths and the value of the Salesforce partner ecosystem, visit the NRF 2019 Salesforce Trail Guide.

Additional Information

    --  For more details on Salesforce at NRF 2019 visit:
        https://www.salesforce.com/nrf.
    --  Join the Salesforce Big Ideas session to discover insights on the future
        of retail from senior Salesforce leaders and top customers. To register,
        visit: https://sforce.co/2EuZANS
    --  Learn more about how Brunello Cucinelli, The Container Store, The
        Michaels Companies, Inc. and Rituals Cosmetics are using Salesforce to
        transform shopping experiences.

About Salesforce
Salesforce, the global CRM leader, empowers companies to connect with their customers in a whole new way. For more information about Salesforce (NYSE: CRM), visit: http://www.salesforce.com.

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SOURCE Salesforce



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