Project description:
Building a Salesforce retail clienteling app, bringing together Sales, Marketing & Service Cloud capabilities.
Target customers: retail brands such as Levi’s, Charles & Keith.
Project duration: 8 months+ (2 rounds of defining problems, researching and prototyping + customisations for accounts + 3+ months of MVP building with a developer).
The retail app was built for sales agents to:
Track personal and group sales achievements and leaderboards
Have access to customer information that can help them achieve higher sales - from basic information such as name, contact and loyalty membership to product preferences and purchase histories
Get recommendations to give to customers, such as applicable membership and personalised discounts and promotions
Give feedback and get points that accumulate eventually to higher commission
DESIGN & TECHNICAL CONSIDERATIONS
Hypothesis:
Retail sales agents will want a compact, easy-to-carry phone version of a clienteling app that they can use to find insights about customers and prepare for appointments.
Customers of these retail brands want to easily see available stocks and make appointments, choose delivery options, etc.
Technical solution:
The mobile app utilises several Salesforce solutions and data is pulled from and into the app via Heroku(bi-directional, scalable 360 cloud platform) to Tableau, Sales Cloud, Marketing Cloud, Service Cloud, Commerce Cloud and Slack.
Existing customer basic details and insights such as abandoned cart items and preferences are synced in from the Marketing Cloud.
THE USER FLOW
KEY SCREENS
Project description:
Creating a Salesforce franchise management app.
Target customers: franchise owners, franchise managers, franchises(Cheers, Starbucks, McDonalds, Gong cha, PTT)
Project duration: 3 months+ (researching, prototyping, customisations)
INSIGHTS
Manual workflows: from franchise application all the way to booking time with the franchise inspector, many workflows were manual and took a lot of time.
Scattered data on multiple platforms: many franchises provide data management platform such as Tableau for their franchisees(owners/managers) however besides sales reports, it was disconnected to other aspects of managing a franchise business, such as communication between managers and franchisees, inventory management, customer profiles, loyalty, task management and service requests.
Inventory management: this aspect of the business is crucial, especially for franchises operating in the perishable goods space. Franchise owners wanted the ability to predict when and what to order, as well as visibility on items that were selling well in other stores and understand why.
Created for franschisees to easily:
Create order and ask for services, equipments, documents, misc requests.
See sales trends and important store metrics, plus get useful recommendations from Salesforce AI so that they are enabled to work with franchisers
Find out new promotions and incentives available from Cheers
Get onboarded, get training and submit requested documents
Open up more stores by encouraging and helping with new applications
