The Challenge
RetailGlobe Inc., a global retail chain operating 500+ stores across 12 countries, was struggling with a fragmented technology landscape. Their legacy CRM system was siloed across regions, creating inconsistent customer experiences, poor pipeline visibility, and slow response times for their support teams.
Sales teams were relying on spreadsheets and disconnected tools, resulting in lost deals and zero visibility for leadership. Customer service was handled through separate call center platforms in each region with no unified view of customer history or interactions.
Our Solution
Fingertip designed and delivered a comprehensive Salesforce transformation strategy that unified RetailGlobe's entire sales and service operation onto a single, scalable platform.
- Sales Cloud Implementation: Complete deployment of Salesforce Sales Cloud with custom lead scoring, opportunity management, and territory-based pipeline automation across all 12 regions.
- Service Cloud Rollout: Omnichannel Service Cloud setup including email-to-case, live chat, social listening, and a self-service customer portal with knowledge base.
- Data Migration & Cleansing: Migration of 2.5M+ customer records from 4 legacy systems with automated deduplication and data enrichment workflows.
- Custom Integration Layer: Built MuleSoft-based integration connecting Salesforce to ERP (SAP), POS systems, and marketing automation (Pardot) for a 360-degree customer view.
- Analytics & Reporting: Deployed Tableau CRM dashboards for real-time KPI tracking, sales forecasting, and customer health scoring across all global regions.
- Change Management: Delivered a phased training program for 1,200+ users across 5 time zones, including role-based certification tracks and ongoing adoption support.
The Results
The transformation delivered immediate and measurable business impact within the first 6 months of going live.
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