Salesforce CRM Integration with ShipperHQ for Kate Weiser Chocolate

Client: Kate Weiser Chocolate

February 12, 2026

About the Client

A multi-channel retail brand with both B2C and B2B customer segments. Managing customer relationships across channels, they needed an e-commerce platform that integrated with their Salesforce CRM while providing sophisticated shipping and marketing automation capabilities.

The Challenge

As a retailer with CRM-centric operations, their challenges spanned customer data and fulfillment:

• Salesforce dependency: Customer data and sales workflows live in Salesforce
• Multi-channel complexity: Need unified customer view across online and offline channels
• Shipping diversity: Products require multiple carrier options and shipping methods
• Marketing automation: Email marketing needs deep integration with purchase behavior
• Payment flexibility: Multiple payment options for different customer segments

Our Solution

Creatuity implemented an Adobe Commerce solution with Salesforce CRM integration at its core:

Salesforce CRM Integration

• Bi-directional customer sync between Commerce and Salesforce
• Order data pushed to Salesforce for sales team visibility
• Customer segmentation synced for targeted marketing
• Sales rep access to customer order history
• Lead capture integration for new customer acquisition

ShipperHQ Implementation

• Multi-carrier rate shopping for optimal delivery options
• Customer-segment-specific shipping methods
• Real-time carrier rate integration
• Origin-based shipping from multiple fulfillment locations
• Special handling rules for product categories

Klaviyo Email Marketing

• Customer purchase behavior synced to Klaviyo
• Automated email flows based on browsing and purchase history
• Segmented campaigns using Commerce customer data
• Cart abandonment workflows
• Post-purchase engagement sequences

Payment Integration

• PayPal: Express checkout for faster B2C conversion
• Stripe: Credit cards and alternative payment methods
• Customer-segment-specific payment options

Search and Discovery

• Elasticsearch for fast, relevant search results
• Personalized search based on customer segment
• Faceted navigation for product discovery

The Results

The integrated platform created a unified customer experience across channels:

• 360° customer view: Salesforce provides complete picture of customer interactions
• Sales team enablement: Reps see online orders and can assist with follow-up
• Marketing efficiency: Klaviyo campaigns driven by real Commerce data
• Shipping optimization: Right carrier for each product and destination
• Conversion improvement: Multiple payment options reduce checkout friction

Technical Architecture

Salesforce (CRM)
    ←→ Customer Sync ←→ Adobe Commerce
    ←→ Order Data ←→
    └→ Sales Rep Access

Adobe Commerce
    ├── ShipperHQ → Carrier APIs
    ├── Klaviyo → Email Marketing
    ├── Elasticsearch → Search
    ├── PayPal → Express Checkout
    └── Stripe → Payments

Key Integrations

• Salesforce: CRM for customer data and sales workflows
• ShipperHQ: Multi-carrier shipping management
• Klaviyo: Email marketing automation
• Elasticsearch: Search and merchandising
• PayPal: Express checkout
• Stripe: Payment processing

Customer Data Flow

1. Customer registers/orders on Commerce
2. Data syncs to Salesforce for sales team
3. Customer segmented in Klaviyo
4. Marketing automation triggered
5. Sales team has full visibility

Key Takeaway

For retailers managing customer relationships across channels, Salesforce integration isn’t optional—it’s essential. By connecting Commerce directly to Salesforce and layering in ShipperHQ for shipping and Klaviyo for marketing, this retail brand now has a unified platform where customer data, order history, and engagement all connect seamlessly.