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Snipes + Salesforce | Responding to Ever-Changing Retail

24 Jul 2022 · 1 min

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A speaker from Snipes describes how the company not only survived but thrived during the pandemic by centering decisions on Salesforce and committing to Mulesoft. Key themes: a 360-degree customer view to surface contextual data (who the customer is, location, purchase history, predicted purchases), using Service Cloud to convert customer service into a profit center, and building a stable integration infrastructure (Mulesoft) to enable rapid iteration in a fast-changing retail environment.

Chapters

We didn't just survive the pandemic, we really thrived in this pandemic. Every decision that we're making right now is with Salesforce at the center of our universe. This 360 degree concept is woven into every strategy that we're employing, giving us the ability to expose that data at the right time in context of who that customer is, where they are, what they bought, what they're more likely to buy, which is ultimately going to help enhance their customer experience and our bottom line. And I think what I'm most excited about with Service Cloud is actually turning customer service into a profit center. We've also made a commitment to Mulesoft that's going to help connect and execute against our disparate systems. Knowing that there is a stable sound infrastructure in place gives us the confidence to continue to move and iterate and test at the pace in which we need to in order to be successful in this ridiculously ever changing retail environment.