EXECUTIVE SUMMARY
Recommendation:
The company should unify
POS and inventory data within
Salesforce, transforming stock management from a back-end constraint into a luxury clienteling advantage Instant availability confirmation, personalized fulfillment, and curated accessory proposals would enable advisors to deliver service at the level of the company’s maison standards
Expected Outcome:
This would elevate Client
Services to a true digital flagship, reinforcing your company’s exclusivity while unlocking measurable impact in client satisfaction, loyalty, and business performance Sell a Product, deliver Value and Experience
In luxury retail, instantly confirming product availability and offering personalized fulfillment often determines whether a client completes a purchase Delays, uncertainty, or lack of visibility across boutiques can break the exclusivity that defines the luxury experience
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
EXPECTED BUSINESS VALUE
+12% ~20%
Har
Synergy Creation
Regional Adaptation
integrated into workflows
r home
v
ry with luxury packaging; gifting logistics
US: Strong adoption of “buy online, pick up in boutique” (BOPIS) and fast shipping commitments
EMEA: Greater emphasis on appointment-based boutique reservations and curated inperson fittings
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 boutique
reservations
Automated shipping workflows 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
boutiques and warehouses
If item is available locally: reserve
in boutique, schedule appointment
(“The boutique team is waiting for
you at 16:00”)
If unavailable: automatically fetch
stock from another
boutique/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 boutique
appointment ”
“Offer home delivery with
premium packaging within 24
hours ”
“Propose boutique 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 luxury 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, your 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 luxury 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 boutique 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, your company not only reduces lost sales and boosts conversions but also reinforces its positioning as a brand that makes luxury effortless, reliable, and personal across every touchpoint
