Salesforce, US-based customer relationship management (CRM) service provider, said that AlMalki Group, a Saudi-based family-owned group, which focuses on the luxury retail and distribution market, is digitally transforming the GCC region’s $29 billion eCommerce market.
According to a new report by Kearney, the region’s customer base has a huge percent of younger, technology-savvy, and globalized populations who are desiring the convenience and data-driven omnichannel capabilities of eCommerce. As a result, the GCC’s eCommerce market is growing at 20 percent CAGR and is set to reach $29 billion in 2021.
AlMalki Group, the region’s retail conglomerate, with over 65 years of experience counts over 1,100 employees and represents more than 105 international brands both online and in boutiques. The firm is delivering a wide variety of solutions to alter consumer experiences to support eCommerce innovation.
Daniel Gomez Rojas CDO – AlMalki Group
“In the GCC’s competitive luxury retail and eCommerce sector, we needed to better cater to our customers, who want personalized shopping journeys. Before the pandemic, most of our customers were shopping at mall boutiques. But now, our customers prefer having omnichannel experiences that may start by researching and ordering online, and then trying on or collecting items in-store.”
AlMalki Group uses Salesforce solutions such as the service cloud to interact with customers by email, phone, social media, and WhatsApp, marketing cloud to drive personalization and marketing automation, and commerce cloud to build artificial intelligence-powered shopping experiences for their partner brands.
The retailer used MuleSoft to create a single view of the customer across Salesforce and other disparate systems to deliver omnichannel experiences faster. The Salesforce Content Management System (CMS) allows for curating and sharing content in multiple languages.
In the future, AlMalki Group aims to adopt the Salesforce customer data platform to fully integrate its cloud solutions, its content management system, and its social media platforms. As part of its digital transformation, AlMalki Group is working with the channel partner Emakina.
Recently, Saudi Arabia’s Edarat Group chose IBM cloud satellite to provide services in hybrid cloud environments to its customers in the kingdom. As a result, the Group can execute workloads in hybrid cloud environments while retaining their data in the kingdom using the cloud satellite.
