Recommendation:
It is recommended to unify POS and inventory data within
Salesforce, turning stock management from a back-end limitation into a customer
experience advantage Instant availability checks, personalized fulfillment options, and smart product recommendations would enable store staff to deliver a consistent and high-quality service across all locations
Expected Outcome:
This would elevate the company’s services into a modern digital flagship, strengthening the brand experience while driving measurable improvements in customer satisfaction, loyalty, and overall business performance
Harmonization
Synergy Creation
Sell a Product, deliver Value and Experience
EXECUTIVE SUMMARY
In retail, quickly confirming product availability and providing personalized fulfillment options often determines whether a customer completes a purchase Delays, uncertainty, or limited visibility across stores can disrupt the shopping experience and lead to lost sales
By embedding real-time POS and stock integration into
Salesforce Service Cloud and Commerce Cloud, Client
Services advisors become orchestrators of effortless omnichannel experiences. This improves First Contact
Resolution, unlocks upsell opportunities, and builds loyalty
+12% ~20%
Regional Adaptation
APAC: Strong preference for home delivery and seamless gifting options integrated into
fulfillment workflows
US: High adoption of “buy online, pick up in store” and expectations for fast, reliable shipping
EMEA: Increased focus on appointment-based store visits and personalized in-store consultations
CORE FEATURES & PROCESSES
1. Real-Time Inventory Visibility
POS/ERP integrated with Salesforce via
inventory APIs
Advisors can confirm availability instantly
2. Omnichannel Fulfillment Orchestration
Appointment booking for store reservations
Automated shipping workflows are triggered when items are sourced from other locations
3 Unified Client Context
Purchase history linked to stock checks
Advisors propose relevant alternatives or
complementary products
4 Proactive Clienteling Triggers
Alerts for rare items becoming available
Personalized outreach when high-demand
products are restocked
Advisor opens Service Cloud → sees client’s purchase history +
real-time stock availability across
stores and warehouses
If item is available locally: reserve
in store, schedule appointment
(“The store’s team is waiting for you
at 16:00”)
If unavailable: automatically fetch
stock from another
store/warehouse and propose
home delivery or store transfer
During confirmation, advisor
suggests complementary items:
“We’ve reserved the piece you
requested, and may we also
prepare matching accessories for
your visit?”
Example Recommended Actions
“Confirm local availability and
reserve for in-store
appointment ”
“Offer home delivery with
premium packaging within 24
hours ”
“Propose store visit with
matching accessory fitting ”
“Notify client of restock for
previously unavailable item ”
“Cross-sell care products
when couture item reserved ”
Tomorrow:
ROLE OF AGENTFORCE
Agentforce can extend the model by:
Automating real-time conversational updates to clients about stoc status and delivery timelines
Providing natural-language responses in multiple languages, aligned with your company’s tone
Offering AI-powered fulfillment recommendations (e g , “Based on location and profile, propose home delivery vs boutique pickup”)
PREREQUISITES FOR DEPLOYMENT
1 Data Foundation
Integration of POS/ERP systems with Salesforce Service Cloud and Commerce Cloud
Unified client ID to link purchase history with availability
2 Fulfillment Orchestration
Real-time APIs for appointment scheduling and order routing
Alignment of logistics providers to support high delivery standards
3 Advisor Enablement Training on clienteling workflows (reservation + upsell prompts)
Embedding best practices into Salesforce Knowledge
4 Governance & Compliance
Centralized governance of stock logic and rules
Local compliance for fulfillment and data sharing
SUSTAINING SUCCESS & KPI REALIZATION
To capture the full value of seamless product availability and fulfillment, the company should
reinforce the solution with organizational and operational enablers:
Change Management & Adoption. Equipping advisors to act as confident orchestrators of omnichannel experiences is key This requires focused training on stock visibility, reservation flows, and high delivery standards, paired with clear communication of the client benefits
Continuous KPI Tracking & Feedback Loops. Conversion rate, first contact resolution, repeat purchase frequency, and availability rate must be monitored through real-time dashboards
Regular reviews will translate insights into immediate adjustments to inventory logic, fulfillment options, and service workflows
Advisor Empowerment & Best Practices Playbooks embedded in Salesforce will guide advisors in offering tailored fulfillment choices, suggesting complementary items, and creating store appointments Regional best practices (e g , APAC gifting, US BOPIS, EMEA fittings) should be shared to scale what works
Governance & Evolution. A governance structure will ensure that stock visibility rules, service standards, and compliance are applied consistently worldwide At the same time, successful local innovations can be selectively scaled, preserving the company's global service identity while honoring regional expectations
By combining these enablers with the technology, the company reduces lost sales, increases conversions, and delivers a seamless, reliable experience across all channels
