One View of the Customer, Across Every Channel They Use

Usually not. If you already run Shopify, Magento, or WooCommerce and it works, keep it - we integrate it with Sales and Service Cloud to give you the unified customer view. Commerce Cloud makes sense when you need deep personalisation at scale or are consolidating many regional storefronts. We will tell you honestly which situation you are in.

Through identity resolution rules that match on email, phone, loyalty ID, and payment token where available. No matching is perfect, so we build a confidence model: high-confidence matches merge automatically, ambiguous ones queue for review. Loyalty programmes help enormously here because they give in-store customers a reason to identify themselves.

Yes, but the architecture matters. Pushing every POS transaction into Salesforce as a record will hit storage limits and cost. We typically aggregate at the order level in Salesforce and keep line-item detail in your data warehouse, surfacing it on demand. That keeps the CRM responsive and your licence costs predictable.

We build returns into the service console so an agent can look up the order, initiate a return, and trigger the refund or exchange without leaving Salesforce. The workflow connects to your commerce platform and, where relevant, your warehouse system, so stock and finance stay accurate.