Today's retail customers move fluidly between online browsing, in-app purchasing, and in-store interactions - often within a single transaction. When service systems exist in channel-specific silos, customers are forced to repeat information, restart processes, and endure disconnected experiences. This fragmentation not only frustrates customers but also increases resolution time, reduces first-contact resolution rates, and undermines brand perception as customers compare the seamless experiences offered by digital-first competitors.

Rosetree's Omnichannel Service Integration creates a unified service layer that connects physical and digital retail touchpoints through Salesforce Service Cloud. By implementing a single customer ID across channels, maintaining consistent interaction history, and enabling seamless handoffs between touchpoints, retailers provide truly continuous experiences regardless of where customers begin or end their journey. Our retail clients see a reduction in resolution time,  improvement in first-contact resolution, and an increase in cross-channel conversion rates. Additionally, associates report greater job satisfaction as they gain access to complete customer context, eliminating the frustration of disjointed systems and enabling them to build stronger customer relationships.