ProQuest partners with retail businesses to deliver Salesforce solutions that handle diverse operational challenges. Whether you need field service infrastructure for peak season demands or ongoing platform improvements for high-volume customer bases, our retail expertise ensures reliable performance when it matters most. Trusted by leading retailers including JB Hi-Fi and Kogan.
ProQuest supports both JB Hi-Fi and Kogan as long-standing clients with very different operational challenges: JB Hi-Fi broke their Black Friday record, Kogan continues to serve 4 million active customers and 1,500 marketplace sellers without disruption.
Salesforce for Retail implementations are designed with omnichannel consistency, inventory accuracy and the ability to scale during peak trading periods built in from the start, not added when volume spikes.
The results speak for themselves: JB Hi-Fi and Kogan achieved record-breaking Black Friday performance for JB Hi-Fi and continuous improvements supporting 4 million active Kogan customers.
The Challenges Facing Retail Teams Right Now
Customer experience consistency
Customers expect seamless, personalised service across online and in-store channels, regardless of how stretched the team is. The gap between what customers expect and what teams can realistically deliver across all touchpoints keeps widening.
Inventory and operational complexity
Multi-channel coordination creates operational complexity that manual processes cannot handle efficiently. Bottlenecks multiply across touchpoints.
Data integration and visibility
Data fragmentation across systems prevents unified customer experiences and informed decision-making. Integration failures impact both customer satisfaction and operational performance metrics.
Where Salesforce Delivers Value in Retail
Customer engagement and personalisation
Salesforce for Retail is already handling this for ProQuest clients. The platform handles peak capacity demands, manages omnichannel operations and scales during high-volume periods without manual effort. JB Hi-Fi and Kogan achieved operational excellence using retail solutions built by ProQuest.
Salesforce for Retail monitors inventory levels across locations, automates reorder processes and provides real-time visibility into stock availability. Everything remains integrated within Salesforce, enabling faster fulfilment and reduced stockouts.
Omnichannel customer service
Customer inquiries across online chat, email, phone and in-store are resolved instantly using unified customer data and approved knowledge sources, keeping response times fast and freeing the team for higher-value interactions.
Sales enablement and staff support
Before every customer interaction, Salesforce for Retail surfaces relevant purchase history, product recommendations and inventory availability automatically. Staff arrive prepared with the information they need to close sales and deliver exceptional service.
JB Hi-Fi: Retail Salesforce Implementation
JB Hi-Fi and Kogan are both long-standing ProQuest Salesforce for Retail clients with very different needs. JB Hi-Fi needed field service and operational infrastructure to manage delivery and installation across hundreds of locations. Kogan needed a platform that could sustain service quality for 4 million active customers through continued rapid growth.
ProQuest delivered for both, and continues to do so.
The results : ✓ JB Hi-Fi: Record-breaking Black Friday performance with Salesforce Field Service ✓ Kogan: Continuous improvements for 4 million+ active customers ✓ Both have sustained strong customer satisfaction alongside significant business growth
"ProQuest was amazing. I cannot thank them enough for their hard work, commitment and dedication to the Service Cloud project." Joshua Olds, Head of IT, Kogan
Retail teams operate under omnichannel consistency requirements, inventory accuracy obligations and customer data protection standards whilst managing operational complexity across multiple locations and channels. Salesforce for Retail implementations with ProQuest are designed with those retail-specific realities built in from the start.
Every deployment is structured to support:
Omnichannel integration across online, in-store and mobile channels
Salesforce for Retail operates within Salesforce's existing security and permission framework. There is no separate system to govern or trust.
Real-time inventory visibility, so stock levels are accurate across all locations and channels
Customer data unification, using Salesforce to create a single customer view across all touchpoints
Personalisation and recommendations, with AI-assisted customer engagement that drives sales and loyalty
What Engagement Typically Looks Like
Organisations engage ProQuest to:
✔ Validate which Salesforce use cases will deliver value fastest in their retail environment
✔ Understand how Salesforce fits within their existing Salesforce architecture and data
✔ Design governance, escalation paths and controls from day one
✔ Roll out Salesforce for Retail in phases that build confidence and adoption
✔ Avoid rework by learning from real-world retail implementations
This is not about experimentation for its own sake. It is about building capability that works inside a competitive retail environment and scales responsibly from there.
Ready to see what ProQuest can do with Salesforce for your team?
JB Hi-Fi and Kogan both trust ProQuest for their Salesforce implementations. Retail operations face unique seasonal and operational challenges. We start with understanding your specific retail environment, peak demands, and customer experience requirements.
Is Salesforce for Retail suitable for multi-location and omnichannel retail environments?
Yes. Salesforce for Retail is purpose-built for omnichannel retail operations, integrating online, in-store and mobile channels into a unified platform. It provides real-time inventory visibility, unified customer data and seamless order fulfilment across all touchpoints. ProQuest designs every retail implementation with omnichannel customer experience and operational efficiency built in from the start.
Do we need to have our inventory and customer data in perfect shape before starting?
No. Most organisations do not start with perfect data, and that is expected. A key part of early implementation work is identifying which use cases can safely deliver value with your current data, and where quality improvements will unlock further gains over time. Implementations are designed to work with reality, not idealised assumptions.
How quickly can we expect to see results?
Will Salesforce for Retail replace our sales and customer service staff?
Can Salesforce for Retail work across multiple Salesforce clouds, such as Commerce Cloud and Service Cloud?
What makes ProQuest different from other Salesforce for Retail partners?
Value is often demonstrated within weeks when starting with focused, high-impact use cases. The typical approach is to validate a use case, prove value in a controlled scope, then expand as confidence grows. JB Hi-Fi and Kogan achieved improved sales performance and customer service capabilities supporting millions of customers. This was achieved without lengthy or disruptive implementation.
No. Salesforce for Retail handles the routine, time-consuming tasks that pull staff away from customer engagement and strategic work. The goal is to give your team more time for the conversations and decisions that require human judgement, relationships and expertise, not to remove them from the equation. The retail brands achieving the best results are using Salesforce for Retail to make their people more effective and their customers happier, not fewer.
Yes. Salesforce for Retail is built into the Salesforce platform, which means it works across Commerce Cloud, Service Cloud, Sales Cloud and other products in your existing environment. ProQuest has experience deploying Salesforce for Retail across complex, multi-cloud Salesforce setups and can advise on the right architecture for your team.
ProQuest was the first organisation in ANZ to sign a Salesforce for Retail deal, which means deeper implementation experience in retail than any other partner in the region. The team has delivered outcomes for e-commerce brands, multi-location retailers and speciality retail chains, and every implementation is designed with omnichannel customer experience and operational efficiency in mind from day one, not as an afterthought.
ProQuest works to empower companies in Australia and New Zealand to achieve higher performance through the delivery of tailored Salesforce solutions using disciplined Agile Scrum methodology.
We bring customer's vision to life through efficient delivery of innovative and transformative solutions powered by Salesforce.
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