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Briefing
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- Gap Channel Shift – Gap Inc. shifting to omnichannel purchasing and service by leveraging Salesforce Service cloud, which will enable service agents to provide seamless customer experience across company’s multiple brands (e.g. Gap, Old Navy, Banana Republic)
- Multi-Channel Problems – Current back-end software highly disjointed across all of company's brands, with large amount of manual processes, making it difficult to manage segregated customer service tools and multiple systems
- Salesforce Partnership – Salesforce delivery team tasked to configure, prototype and deploy optimal value-driving solution for retailer
- Expected Outcome – Enable easier management of integrated data streams, creating unified view of any customer, at any given time, no matter what brand they interact with
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