T@W Ep 40: Building A Better Order Management Process: How Salesforce Helps Retailers Innovate & Win

There isn’t just one way to shop anymore – which presents a unique challenge for retailers. After all, how do you build a buying experience that offers the same level of personal care for a customer, regardless of whether they’re shopping in-store, online, or via an app? That’s where Salesforce comes in: by leveraging Salesforce’s data-driven capabilities, backed by the power of AI, retailers can overhaul every aspect of the order management experience, from buying to fulfillment to returns. The end result? Deeper relationships with customers, greater wallet share, and a true competitive advantage. In this episode of Transformation @ Work, our experts break down specific ways in which Salesforce can transform order management for retailers, and give advice on how to unlock that value within an organization. Ready to dig deeper into Salesforce’s insights into what retailers should expect in the coming holiday season? Check out their latest blog on five key holiday shopping predictions! Learn more: sfdc.co/bNeZli Key Insights 02:29: How retailers can leverage Customer 360 to personalize the customer shopping experience 04:45: How Salesforce can bring the Customer 360 experience into a single pane of glass 05:42: Delivering better order support to delight and retain retail customers 07:44: Reimagining the fulfillment process with Salesforce’s inventory availability service 09:10: The vital role of omnichannel inventory management in facilitating hybrid shopping experiences 10:50: Adding the power of AI, backed by the Salesforce trust layer, into forecasting and analytics 13:07: Creating a more seamless returns experience with Salesforce and AI 15:43: Advice for retailers looking to implement Salesforce and overhaul their order management process 19:13: What does a truly overhauled order management process look like, and what can it offer to retailers and customers? Guest Bios John Cardaris Senior Product Marketing Manager, Commerce Cloud, Salesforce John Cardaris brings over 3 and a half years of experience at Salesforce to his current role, on top of over 8 years within the broader tech ecosystem. In his current role as Senior Product Marketing Manager for Commerce Cloud, he oversees operations relating to order management, support, and fulfillment, helping retailers to transform their customer shopping experiences. Liam Huston B2B Commerce Practice Lead, Gerent Liam Huston is a commerce expert who has dedicated 20+ years of his career to empowering clients in the ecommerce/B2B ecosystem. As a consultant, Liam specializes in Salesforce B2B Commerce and Salesforce Commerce Cloud, and helps his customers tailor the solutions to suit their unique needs and goals. For Liam, the customer’s success is the ultimate project requirement — and to that end, he makes a point to help his clients bring complex systems into discrete pieces so they are better able to explore potential optimizations and improvements.