Unified Customer Intelligence for a D2C Retail Brand
E-commerce & Retail: Shopify store, WordPress content site and support inbox were disconnected — no first-touch attribution, duplicate CRM records,…
Client: D2C Wellness Brand. Industry: E-commerce & Retail.
Challenge: Shopify store, WordPress content site and support inbox were disconnected — no first-touch attribution, duplicate CRM records, abandoned carts nobody followed up, and support agents with no view of orders.
Solution: Connected the full journey into Zoho CRM as the single source of truth: SalesIQ visitor tracking with cross-domain identity stitching, PageSense engagement and funnel events, Shopify webhooks → Zoho Flow for cart, abandoned-cart and order events into a custom Orders module, first/last-touch UTM fields, email-first deduplication, automated lifecycle stages (Visitor → Engaged → Cart User → Customer → Repeat Customer), and Zoho Desk omnichannel ticketing with a unified customer view — rolled out in three phases.
Technologies: Zoho CRM, SalesIQ, PageSense, Zoho Flow, Shopify, Zoho Desk, Zoho Analytics.
- Carts Tracked in CRM: 100%
- Duplicate Records: -80%
- Cart Recovery: +18%
- First Response: <10 min