Unified Salesforce Commerce
for B2B and B2C Retail
A major retail enterprise operating both D2C and wholesale channels struggled with fragmented experiences across Salesforce Sales Cloud, Service Cloud, and legacy commerce platforms. We implemented an end-to-end Salesforce ecosystem to unify operations and accelerate growth.
The Context
The client’s digital storefronts for B2C and account-based purchasing for B2B were completely disconnected. Customer data resided in isolated silos, preventing a unified view of the customer journey.
Sales teams lacked visibility into online browsing behavior, making cross-selling difficult. Meanwhile, service agents operated without context, leading to reactive support and slow resolution times.
The Friction Point
Manual sales processes for B2B buyers and static experiences for B2C shoppers wasted opportunities. With limited intelligence across service, marketing, and commerce, the brand could not scale efficiently.
Lack of a single, unified view of customer and account data.
Manual, high-friction sales processes for B2B partners.
Static B2C experiences with limited AI-driven personalization.
Unified Salesforce Ecosystem
Commerce Cloud & Experience Cloud
We launched unified digital storefronts for B2C and a dedicated partner portal for B2B, streamlining ordering and account management.
Sales & Service Cloud Integration
Sales teams gained visibility into digital carts for cross-selling, while service agents utilized AI-powered case routing for faster support.
Embedded AI Intelligence
We integrated predictive recommendations, intelligent lead scoring, and automated workflows directly into the Salesforce fabric.
Impact on Business
For B2B wholesale partners.
Driven by cross-sell insights.
Reduction in case resolution time.
Single source of customer truth.
Unified Experience
A global omnichannel retailer partnered with RSA Tech to solve fragmented customer data and deliver real-time, hyper-personalized experiences.
Unified Commerce &
Customer Experience
Elevating the shopper journey with AI. Real-time personalization and intelligent activation across web, mobile, and in-store channels.
The Challenge
Shoppers browsed frequently but disengaged before purchasing due to irrelevant recommendations and delayed personalization. Marketing was reactive, analyzing behavior only after sessions ended, missing the critical window to influence engagement.
Customer data siloed across legacy e-commerce and CRM systems.
Static product recommendations failing to reflect intent.
Disconnected experiences between digital and physical stores.
Inability to act on behavioral signals in real time.
The Solution: Hyper-Personalization
We created a unified customer data layer that aggregates signals from all touchpoints, enabling AI models to score intent in milliseconds and deploy personalized experiences instantly.
Aggregating web, mobile, and POS signals into a single view.
AI models analyzing behavior to predict next best action.
Instantly deploying personalized content across all channels.