RETAIL & E-COMMERCE
Built for peak, not for the average day
Order-aware service, one customer profile across channels, and automation that holds up in November.
What’s different here
Retail systems are judged on their worst hour, not their typical one. Design decisions — bulkification, async processing, integration batching, agent tooling — all have to be made against peak, or Black Friday finds the weakness for you.
Identity is the second problem. The same person shops as a guest, buys in store, emails support and clicks an email. Without resolution, personalisation is guesswork and service is slow because the agent can’t see the order.
Third, service and commerce are separated in most stacks. Making order, delivery and returns data visible in the service console is usually the single highest-value change available.
Where CRM usually breaks
- Agents alt-tabbing to the order system on every contact.
- Guest checkout fragmentation — one customer, six records.
- Returns handled manually, with no cycle-time or reason reporting.
- Loyalty data isolated from service and marketing.
- Peak-day failures in integrations built for average volume.
What we build
Order and delivery data surfaced in the service console · Identity resolution via Data Cloud · Returns and refunds workflow · Loyalty data integration · High-volume-safe integration patterns with queueing and replay · Self-service portal for order status and returns · Peak readiness testing at 3× projected volume
Common questions
Can agents see orders without leaving Salesforce?
Yes — either via integration into the console or external objects, depending on volume and latency needs.
How do you prepare for peak?
Volume-test at 3× projected peak, add queueing and back-pressure, and rehearse the failure paths before the season.
Do we need Data Cloud for identity?
Not always, but when guest checkout and multi-channel contact are significant, it’s usually the cleanest resolution layer.
Start here
Tell us what your CRM is getting wrong
Thirty minutes with a consultant, not a salesperson. You’ll leave the call with at least one thing you can fix yourself — whether or not you hire us.
Prefer email? hello@zeptglobal.com · Typical reply time: one business day