Case Study: German International Discount Retailer achieves scalable, integrated customer support with Persistent Systems and Salesforce

Enabling integrated customer support management with global multi-channel processes

Persistent Systems helped a German international discount retailer modernize its loyalty-card support experience. The customer was struggling with on-premise tools that had performance and scalability issues, limited integration with marketing data, and growing support volumes across Europe and the United States, creating a need for cloud-based self-service and better use of its Salesforce investments.

Persistent Systems worked with Salesforce to implement enhanced case management using Service Cloud and Service Console, plus integrations with Marketing Cloud and a customer community built on Community Cloud. The solution improved case routing, sped up first-level support, enabled self-service through knowledge articles, and added GDPR-compliant anonymization and a store locator, resulting in more integrated CRM processes, faster customer service, and greater transparency in service management.