Recommendation:
The company should bridge boutique POS and digital data
to transform fragmented
service into seamless phygital journeys. This integration would ensure that every interaction, whether in-store, online, or through Client
Services - becomes a consistent expression of your company’s heritage of excellence
Expected Outcome:
Such an approach is expected to deliver measurable results:
higher sales per client, stronger retention, and deeper cross-channel engagement. By doing so, the company’s Client
Services can position itself as a true digital flagship in luxury retail, blending the brand’s hallmark exclusivity with modern, data-driven clienteling
EXECUTIVE SUMMARY
Luxury clients expect seamless phygital interactions across boutique, e-commerce, and Client Services without
repeating themselves Yet siloed boutique purchase data limits personalization and consistency
Integrating POS data into Salesforce Sales and Service Cloud gives your company advisors a 360° client view, enabling contextual follow-ups, curated invitations, and tailored recommendations This approach makes every interaction meaningful, personal, and aligned with the company’s essence - providing a cohesive luxury experience at every touchpoint.
EXPECTED BUSINESS VALUE
+10~15% +10~15% ~15%
Synergy Creation
Global Harmonization Regional success
AI ensures your com
experiences Regional Adaptation
APAC: Stronger emphasis on luxury gifting and concierge-style follow-ups post-purchase
US: Fast, digital-first communications (SMS/email confirmations, loyalty offers)
EMEA: Storytelling-based engagement, heritage narratives, and curated boutique
ENHANCED PROCESSES & CUSTOMER VALUE
Today:
Boutique purchases sit in POS systems, disconnected from Salesforce
Advisors cannot contextualize
outreach; follow-ups feel generic and transactional
Service Cloud
Sales Cloud
CORE FEATURES & PROCESSES
1 POS → Salesforce Integration
Tomorrow:
Boutique purchases flow instantly into Salesforce Sales Cloud and
Service Cloud
Advisors see complete purchase history, including boutique visited and sales associate involved
Automated next-best-action
recommendations trigger:
”Send personalized thank-you
message within 48h of boutique purchase ” “Invite couture client to atelier
preview event ”
“Propose complementary accessories for recent
eveningwear purchase ”
Clients feel recognized, valued, and remembered, fostering emotional loyalty and repeat engagement
Real-time ingestion of boutique transactions mapped to unified client IDs.
2. Unified Client 360 View
Advisors access purchase and inter
3. Automated Next-Best Actions
and digital.
Einstein Next Best Action recommends curated follow-ups and offers.
4. Cross-Channel Orchestration
Service Cloud prompts advisors; Marketing Cloud activates tailored campaigns
5 Data Governance Layer
Centralized duplication management and privacy compliance
ROLE OF AGENTFORCE
Agentforce can extend this use case by:
Generating summaries of boutique activity for advisors
before each client interaction
Drafting personalized outreach messages in your
company’s brand voice
Suggesting regionally adapted next-best actions in real time
