+153% Customer Lifetime Value for a multi-location retail franchise
Real-time POS integration + Agentforce on Salesforce — deployed in under 6 months, paid back inside a year.
The situation
A multi-location retail franchise was running every location as its own island — POS data stayed at the till, loyalty programs were inconsistent, and there was no reliable way to trigger the "right next message" to a customer across channels. Marketing spend kept climbing while repeat purchase rates flat-lined.
What we built
- Real-time POS → Salesforce integration across all locations (single customer view).
- Agentforce agents handling loyalty enrolment, re-order nudges, and returns triage.
- Automated journeys tied to purchase frequency, basket composition, and store location.
- Store-level dashboards so managers could act on customer signal, not lagging reports.
What changed
Within six months, franchise-wide Customer Lifetime Value was up 153%. CAC fell 70% as owned-channel journeys replaced paid acquisition. Purchase frequency lifted 180% across all locations, and 1,000+ customer conversations a month are now handled by agents — with escalations routed to the right human in the right store.
Why it worked
Agentic AI is only as good as the data underneath. We spent the first third of the engagement on the plumbing — POS integration, identity resolution, loyalty consolidation — before any agent went live. The agents that followed had clean, real-time context, so the automations felt personal instead of generic.
Want the same outcome for your business?
Start with a strategic consultation — 30 minutes, no pitch, clear next steps.