Customer Introduction
Dusk Australia, a leading home fragrance and décor retailer specialising in candles, diffusers and gifting products, operates an extensive network of physical stores across Australia alongside a growing eCommerce channel. Known for strong customer loyalty programs and premium in-store experiences, Dusk sought to unify its digital and retail operations as both channels expanded. The organisation partnered with Nubis IT Services to implement Salesforce Sales and Service Cloud, creating an integrated platform that connects store, online and customer service data for enhanced visibility and personalized engagement.
Enter Nubis
Dusk Australia partnered with Nubis IT Services to unify its retail, eCommerce and loyalty ecosystems under a connected Salesforce framework. The goal was to create a Customer 360 platform that enables personalized service and actionable insights across all channels.
After assessing the omni-channel requirements and existing system landscape, Nubis implemented Salesforce Sales and Service Cloud with integrations to Shopify, POS and OneLoyalty as the unified customer engagement platform:
Customer 360 unification across channels
Integrated sales and order intelligence
Loyalty program integration with OneLoyalty
Service Cloud for customer support automation
Marketing segmentation and analytics
The Outcome
Dusk Australia transformed from fragmented channel management to a truly unified omni-channel customer platform. Scattered systems were replaced with a single source of truth, enabling personalized experiences, faster service and complete operational transparency across digital and retail operations.
500K+ Customer records unified in single source of truth
30% Improvement in customer service turnaround time
25% INCREASE - Loyalty redemptions and engagement after unification
REAL-TIME VISIBILITY - Online and retail revenue trends with automated dashboards
