Case Study: Praxis Home Retail Limited achieves a 10% increase in Net Promoter Score and seamless omnichannel customer experience with Salesforce

Praxis pioneers a seamless retail experience across channels with Salesforce

Praxis Home Retail Limited (HomeTown), founded in 2007, operates a chain of furniture and home décor stores and aimed to deliver a seamless, personalized omnichannel experience. Their legacy CRM only connected to IVR and left logistics, ERP and online interactions in silos, causing poor visibility into customer journeys, inconsistent follow-up by sales teams, and limited ability to personalize engagement.

Praxis implemented Salesforce (Service Cloud and Marketing Cloud) with partner Compro to create a unified 360° view of customers, capture interactions across in-store and online channels, integrate logistics for self-service order tracking, and give agents a consolidated omnichannel workspace and knowledge base. The rollout cut average call time by 40%, reduced call traffic by 30%, lifted Net Promoter Score by 8–10%, increased sales-order adoption from ~50% to 95%, and enabled more data-driven marketing and sales conversions.

Praxis Home Retail Limited

Viraj Didwania

Chairman and Managing Director