Customer 360 & CRM Transformation
Unified customer view driving 35% reduction in churn
Key Results
Client Overview
A leading retail enterprise with omnichannel presence:
- $2B+ annual revenue
- 500+ retail stores nationwide
- 5M+ loyalty program members
- E-commerce, mobile app, and in-store channels
- Fashion, home, and electronics categories
Challenges Addressed
Siloed Customer Data
Customer information scattered across 15+ systems with no unified view, leading to disconnected experiences.
High Customer Churn
Losing 25% of loyalty members annually due to inability to identify and address at-risk customers.
Ineffective Marketing
Generic marketing campaigns with low engagement rates due to lack of personalization.
Sales Team Inefficiency
Sales associates spending time searching for customer information instead of selling.
Poor Service Experience
Customers having to repeat information across channels and touchpoints.
Limited Analytics
No predictive capabilities to anticipate customer needs and behaviors.
Project Timeline
| Phase | Duration | Activities | Deliverables |
|---|---|---|---|
| Discovery & Planning | 4 Weeks |
| Transformation Blueprint |
| Data Foundation | 8 Weeks |
| Customer Data Platform |
| CRM Implementation | 10 Weeks |
| CRM Platform |
| Analytics & AI | 8 Weeks |
| AI Analytics Suite |
| Rollout & Adoption | 6 Weeks |
| Full Deployment |
Solutions Delivered
Customer Data Platform
Unified customer profile aggregating data from all touchpoints with real-time identity resolution and 360° customer view.
Salesforce CRM Implementation
Full Salesforce implementation with custom objects, automated workflows, territory management, and mobile app for sales team.
AI-Powered Customer Intelligence
Machine learning models for churn prediction, customer lifetime value, segmentation, and next-best-action recommendations.
Marketing Automation Platform
Personalized omnichannel campaigns with journey orchestration, A/B testing, and real-time engagement optimization.
Project Team Composition
Total team size: 20 professionals
Results Achieved
360° Customer View
Unified profile across all channels
35% Churn Reduction
Proactive retention programs
40% Sales Productivity
More time selling, less searching
25% Revenue Increase
From improved targeting
50 NPS Improvement
Better customer experience
3x Campaign ROI
Personalized marketing
Client Testimonial
"For the first time, we truly know our customers. The 360° view has transformed how we engage, from marketing to sales to service. Viprata's solution has directly impacted our bottom line with measurable improvements in retention and revenue."
Chief Customer Officer
Leading Retail Enterprise
Viprata Software Services
www.viprata.com • [email protected] • +1 (916)-412-2232
For more information about this case study or to discuss your transformation journey, please contact us.
Customer 360 & CRM Transformation
Unified customer view driving 35% reduction in churn
The Client
A leading retail enterprise with omnichannel presence:
- $2B+ annual revenue
- 500+ retail stores nationwide
- 5M+ loyalty program members
- E-commerce, mobile app, and in-store channels
- Fashion, home, and electronics categories
The Challenges
Siloed Customer Data
Customer information scattered across 15+ systems with no unified view, leading to disconnected experiences.
High Customer Churn
Losing 25% of loyalty members annually due to inability to identify and address at-risk customers.
Ineffective Marketing
Generic marketing campaigns with low engagement rates due to lack of personalization.
Sales Team Inefficiency
Sales associates spending time searching for customer information instead of selling.
Poor Service Experience
Customers having to repeat information across channels and touchpoints.
Limited Analytics
No predictive capabilities to anticipate customer needs and behaviors.
Project Timeline
Discovery & Planning
Activities
- Data landscape assessment
- Customer journey mapping
- Use case prioritization
- Architecture design
Deliverables
Transformation Blueprint
Data Foundation
Activities
- CDP implementation
- Data integration pipelines
- Identity resolution
- Data quality framework
Deliverables
Customer Data Platform
CRM Implementation
Activities
- Salesforce configuration
- Custom development
- Process automation
- Mobile app development
Deliverables
CRM Platform
Analytics & AI
Activities
- Churn prediction models
- Customer segmentation
- Next-best-action engine
- Marketing attribution
Deliverables
AI Analytics Suite
Rollout & Adoption
Activities
- User training
- Change management
- Phased rollout
- Performance monitoring
Deliverables
Full Deployment
Our Solution
Customer Data Platform
Unified customer profile aggregating data from all touchpoints with real-time identity resolution and 360° customer view.
Salesforce CRM Implementation
Full Salesforce implementation with custom objects, automated workflows, territory management, and mobile app for sales team.
AI-Powered Customer Intelligence
Machine learning models for churn prediction, customer lifetime value, segmentation, and next-best-action recommendations.
Marketing Automation Platform
Personalized omnichannel campaigns with journey orchestration, A/B testing, and real-time engagement optimization.
Project Team
The Results
360° Customer View
Unified profile across all channels
35% Churn Reduction
Proactive retention programs
40% Sales Productivity
More time selling, less searching
25% Revenue Increase
From improved targeting
50 NPS Improvement
Better customer experience
3x Campaign ROI
Personalized marketing
For the first time, we truly know our customers. The 360° view has transformed how we engage, from marketing to sales to service. Viprata's solution has directly impacted our bottom line with measurable improvements in retention and revenue.
Ready for Your Transformation Journey?
Let's discuss how we can deliver similar results for your organization.