Boosting sales by $170K in 3 months with Salesforce
The Challenge
Craftsmanship, durability, inclusivity, and a celebration of the Australian outback spirit are all at the heart of R.M.Williams. This is evident when you walk into a physical store, it’s evident at every customer touchpoint.
Ecommerce is a now critical part of the business, from driving traffic to digital properties, to guiding shoppers through the catalogue, and then converting to customers and ultimately winning lifetime value through sustained intelligent engagement programs.
RMW had the technology but were unable to capitalize on the investment. This is where Merkle teamed up with them to create the strategy and deliver the execution to realise the ambition, derive the value, and increase the ROI.
The Outcome
Within 12 weeks of launching the new abandon browse solution, R.M. Williams saw hundreds of additional sales. What was really impressive was these sales were not only online, but also in the store.
Yes! Targeted emails were changing behaviour and delivering sales across multiple channels, demonstrating the value that can be unlocked across a business when using data and audiences to power engagement programs through Salesforce Marketing Cloud.
Innovating to Impact
Merkle helped R.M.Williams unlock the value of their existing technology by building a strategic, four‑point program that prioritised high‑impact use cases—most notably a data‑driven Abandon Browse journey. By identifying high‑intent shoppers, connecting new audiences through a CDP, and delivering personalised, persuasive emails via Salesforce Marketing Cloud, Merkle transformed lost browsing sessions into profitable conversions. Within just 12 weeks, the innovation delivered hundreds of additional sales across both online and in‑store channels, proving the power of audience-led engagement to drive measurable business impact.
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