Client
Harrolds
Services
Salesforce Marketing Cloud, Service Cloud, Data Migration & Integration
For decades, Harrolds has been more than a retailer; it has been a living fashion institution and home for luxury fashion in Australia. But as the retail landscape evolved, Harrolds faced a modern challenge: maintaining their legacy of personal connection in a digital world. Store sales were declining, and they lacked a single view of their customer, making true personalisation impossible. Their existing systems couldn’t support the one-to-one communication their clientele expected. Harrolds needed to bridge the gap between their heritage of bespoke service and modern, data-driven customer engagement demands.
The Opportunity
Harrolds’ leadership saw an opportunity to transform their business not by changing what they do, but by enhancing how they do it. They envisioned a future where every customer interaction, whether in-store or online, felt personal and seamless. The goal was to move beyond generic communications to create a truly connected experience that celebrated each customer’s unique journey. This transformation was about re-establishing Harrolds’ core identity as a brand that understands and values its customers through unified data and automated personalised journeys at scale.
What We Did
Unified Customer Data Foundation
Xenai Digital integrated Harrolds’ existing Pronto system with Salesforce Service Cloud and meticulously migrated all customer data. This created a single, unified customer view, providing the Harrolds team with a complete picture of every interaction and preference. This consolidated data became the foundation for all future personalisation efforts.
Intelligent Marketing Automation
We implemented Salesforce Marketing Cloud, configuring the platform to enable personalised, one-to-one communications at scale across different channels. Our team designed and implemented automated marketing journeys that re-engage customers, celebrate milestones, and provide timely, relevant content, ensuring every touchpoint felt thoughtful and personal.
Team Training and Empowerment
Xenai Digital provided comprehensive training to the Harrolds team, empowering them with skills and confidence to own and operate their new solutions. This hands-on approach ensured the team could continuously optimise campaigns and unlock their Salesforce investment’s full potential.
What The Results Were
The partnership with Xenai Digital enabled Harrolds to successfully embark on their digital transformation journey. By unifying data systems and implementing Salesforce Marketing Cloud and Service Cloud, Harrolds now delivers the personalised, one-to-one communications their luxury clientele expects. The brand efficiently increases customer touchpoints through automation, fostering deeper relationships. The unified customer view improved customer experience while providing insights needed for smarter business decisions, positioning the brand for measurable growth.
What It Means For The Team
Beyond technical integrations, the most significant impact was restoring human connection. Harrolds’ team can now greet customers by name, remember preferences, and anticipate needs, both in-store and online. It’s a return to bespoke service that defined luxury retail, now powered by modern technology to operate at scale. This transformation empowers the team to focus on building genuine relationships and creating unforgettable customer moments.
Transform Your Customer Relationships
Want to get more out of your Salesforce platform?
Contact Xenai Digital today to see how unified data strategy and intelligent marketing automation can help your brand build lasting loyalty and deliver exceptional experiences at scale.