Omnichannel Retail Success with Celigo and Salesforce Integration 

Overview

About the Client

Our client is a rapidly growing fashion and apparel retailer that has cultivated a loyal customer base through its trendy designs and quality products. With a strong e-commerce platform driving a significant portion of their revenue and an expanding network of brick-and-mortar stores across the country, they were at a critical inflection point. To capitalize on their momentum and elevate their brand, they recognized the urgent need to transition to a seamless omnichannel retail solution. Their goal was to provide a consistent, high-quality customer experience, whether a customer was shopping online, in-store, or interacting with customer service, thereby future-proofing their operations for sustained growth. 

Challenges Faced 

The client’s impressive growth was masking significant operational friction caused by disconnected systems. Their Salesforce Sales Cloud, e-commerce platform (Shopify), and back-end ERP operated in silos, creating data islands that crippled efficiency and frustrated both employees and customers. The key challenges were acute: 

• Manual Order Processing: Every online order required manual data entry into the ERP, a process that was not only slow but also prone to human error. This led to incorrect shipments, frustrating delays, and increased customer service complaints. 

• Inaccurate Inventory: A lack of real-time inventory synchronization meant that an item sold in a physical store could still appear available online, leading to overselling, canceled orders, and customer disappointment. This eroded trust and directly resulted in lost sales. 

• Fragmented Customer Data: Customer interactions were scattered across different platforms. A purchase made in-store wasn’t visible to the online marketing team, and an online service query wasn’t logged in the central CRM. This made it impossible to achieve a true 360-degree customer view, hindering personalized marketing and effective support. 

• Delayed Financial Reconciliation: The order-to-cash cycle was inefficient and slow. The finance team spent countless hours manually reconciling sales data, which delayed reporting and negatively impacted cash flow. 

Our Solution 

We proposed and implemented a comprehensive retail automation strategy designed to unify their disparate systems into a cohesive, automated ecosystem. The core of the solution was to leverage a powerful Celigo Salesforce integration to act as the central nervous system for their operations. By creating a single source of truth for all order, customer, and inventory data, we could design and enable smooth, automated workflows that spanned from the initial customer click to final delivery and financial reconciliation. 

Technology & Tools Implementation 

Our solution centered on Celigo as the core Integration Platform as a Service (iPaaS for retail), chosen for its robust pre-built connectors and scalability. We established several critical, automated data flows between Salesforce Commerce Cloud and their ERP system. This included: 

• Order Sync: New orders from the e-commerce site were instantly and automatically created in the ERP. 

• Fulfillment & Shipping Updates: Once an order was fulfilled in the ERP, tracking information was immediately synced back to Salesforce and the e-commerce platform, triggering customer notifications. 

• Product & Inventory Sync: Any updates to product details or inventory levels in the ERP were reflected across all sales channels in real-time. 

• Customer Sync: New customer accounts and updates were synchronized between the ERP and Salesforce, ensuring a consistent and unified customer record. 

Results

The Impact and Outcome 

The Salesforce automation project delivered immediate and transformative results, fundamentally changing how the business operated. The impact was felt across every department: 

• A 95% reduction in manual order processing, which eliminated costly errors and allowed staff to focus on customer-facing activities. 

• The business achieved 100% accurate, real-time inventory visibility across all channels, which virtually eliminated stockouts and boosted customer confidence. 

• The order-to-cash cycle was accelerated by a remarkable 40%, dramatically improving cash flow and financial reporting accuracy. 

• A unified customer profile was established in Salesforce, unlocking powerful marketing personalization capabilities and enabling the service team to resolve issues faster and more effectively.