Consumer Goods

Utilize intelligent omnichannel execution.

Empower a better flow of work by surfacing analysis, insights, and recommendations from the service center to the field.
Provide field sales reps the information they need to provide the best guidance and insights to customers to help drive their success.
Sales and finance leaders gain a complete view of all customer and consumer data for a deep understanding their entire business.

Use case summary

Maximize service efficiency, sales revenue and customer satisfaction with the data to make smarter decisions from the contact center to the field.

Industry

Consumer Goods

Salesforce products used

Data Sources Used

Marketing First Party Data

Ecommerce

Store Sales (IRI, Nielsen)

TPM, ReX Data

POS or Scan Data from Retailers

Inventory Data

ERP

Demographic Data

Loyalty Data

Apply Insights and Predictions

By bringing together the data sources referenced in this use case, teams can build calculated insights or run predictive models with Data Cloud that will allow them to make smarter decisions or power new automations.

Calculated Insights	From your unified and complete view of all your data, uncover Calculated Insights such as Customer or Consumer Lifetime Value, Perfect Store Score, Propensity to Churn, Propensity to Buy, Product Affinity, and much more. Surface all of this data in the console for your reps to give them a 360-degree view and eliminate swivel chair service.
Predictive Models	Provide recommended Next Best Actions such as trending products within a 3-mile radius to help guide the customer to success. Provides service reps with analysis of the efficacy of the recommended actions and continues to iterate and refine. This analysis is surfaced directly in the agent's console, in the flow of work.

What’s the impact?

Increase Customer Lifetime Value

Create Perfect Store Score

Identify Propensity to Buy

Identify Product Affinity

Increase Consumer Lifetime Value

Decrease Propensity to Churn

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