Salesforce CRM Transformation for a Leading Mall Operator in KSA

A leading mall operator in KSA needed a smarter way to manage 15+ CRM processes across 21+ assets. We designed a Salesforce-powered system that simplified operations and elevated customer engagement across every touchpoint.

Salesforce CRM Transformation for a Leading Mall Operator in KSA

Client Context

One of the largest retail and mall operators in the Kingdom of Saudi Arabia (KSA), with over 21 assets spread across 10 cities, was facing limitations with their existing CRM system. They needed a scalable, efficient solution to manage high volumes of B2C customer interactions across multiple malls.

Our Business Solution

Marketing Campaign Management
Executed cross-channel campaigns with a focus on compliance, personalization, IP reputation, and analytics to improve delivery and engagement.
Cross-Channel Messaging
Enabled push notifications, SMS, and WhatsApp campaigns to boost customer interaction.
Customer Journey Management
Created, deployed, and managed automated customer journeys tailored to visitor behaviors and preferences.
Platform Optimization & Maintenance
Managed segmentation, data extensions, and automation to ensure platform stability, performance, and scalability.
Marketing Architecture Advisory
Advised on system improvements and technical roadmap to reduce debt and enhance long-term reliability.

Project Scope

Salesforce Service Cloud
Core platform to manage all CRM and support operations.
Contact Center Integration
Integrated with Genesys for seamless customer communication and ticket routing.
Website Integration
Synced customer inquiries and interactions with backend CRM workflows.
Property Management Integration
Enabled real-time visibility and service coordination for mall operations.
Leasing System Integration
Streamlined tenant communication and leasing workflows.

Results & Impact

The new Salesforce CRM solution brought all customer-facing processes under a single, unified platform. It improved team responsiveness, enhanced the customer service experience, and gave the client more visibility and control across their growing retail network.