Unifying Salesforce Clouds for a Single Customer View and Faster Service
Challenge
Cybex, a leader in premium baby gear, struggled with siloed systems and fragmented data across its Marketing, Service, and Commerce Clouds. These disconnected platforms prevented a unified customer view, meaning the service team lacked access to critical order history for fast resolution. Furthermore, behavioral data from the eCommerce engine was not being leveraged for Einstein AI or personalized customer journeys.
Solution
Astound deployed a dedicated implementation and development team to integrate Salesforce Marketing, Service, Loyalty, and Commerce Clouds along with Order Management. This team provides ongoing 24/7 support, incident response, and flow automation to boost operational efficiency. By integrating these clouds, the solution enabled automated journeys in Marketing Cloud and streamlined data-sharing across the entire tech stack.
Results
- Created a single, unified customer view across all digital channels.
- Delivered 24/7 support and incident response for global operations.
- Enabled behavioral data-sharing for Einstein and automated journeys.
- Improved service resolution speed via better access to order data.
- Supported the successful EU launch of Salesforce Order Management.
- Ensured consistent brand tone and experience across global markets.
