Someone lands on the RCG Compression Care site — a site CIMSS Innovative Solutions built. They read about a compression garment. They open the product. They add it to the cart.
Then life happens. A phone call, a meeting, a kid at the door. The tab closes.
The cart sits there. Nobody follows up.
We closed that leak on the Salesforce platform — no third-party app, no second copy of the customer. Three moves.
Capture: Every Action on the Site
We integrated Marketing Cloud Personalization directly with the RCG Compression Care website. It now records pages viewed, products opened, items added, items removed, quantity changed, email entered at checkout, and order placed.
Not a summary at the end of the session. The actual sequence of what a person did, in order, as it happened.
Harmonize: One Person, One Identity
A stream of clicks is not a customer.
Those events flow into Data Cloud, alongside everything already known about the person — profile, contact details, order history. We aligned the site’s product codes to the product catalog, so a cart record resolves to a real garment with a real name, price, and photo. The stream sits under live monitoring, so a cart action can be watched landing seconds after it happens.
Then identity resolution. Email ties the browser on the website, the customer record in Salesforce, and the subscriber in the email system to one person — provably the same individual, not three probable matches.
Harmonize: One Person, One Identity
Recognition without action is just a very expensive report.
The segment is the rule the business actually cares about: added to cart in the last 24 hours, has not purchased, has not removed the item, and is a logged-in customer. Data Cloud activates that audience into a Marketing Cloud journey, and the customer who walked away hears from us — once, tracked, never the same reminder twice.
What arrives is one email, showing the two products still sitting in that person’s cart, with a 10% coupon.
What’s Underneath
Marketing Cloud Personalization on the website for behavioral capture and the send
- — Data Cloud for ingestion, catalog alignment, live monitoring and identity resolution
- — Salesforce as the customer of record — one activation connecting them.
Why This Matters
An abandoned cart is revenue that has already chosen you. The visit was paid for. The product was selected. The reminder never went out — because the behavior lived on the website and the identity lived in Salesforce, and the two never met.
That’s an identity problem, not a marketing one. Bolt a tool onto the side, and you get a second copy of the customer and a reconciliation job nobody wants to own.
Solve it in Data Cloud, and the behavior will no longer be treated as transaction data. It is harmonized to a person — the same person the order history knows, the same person the customer record knows — and anything harmonized can be activated. The cart email is one activation. Replenishment is another. Reorder, back in stock, a clinically appropriate follow-up: same pipeline, new rule.
And every activation feeds the profile that produced it. What the customer does next is behavior, and the behavior lands back in the same place it came from. The store doesn’t just recover carts. It gets to know its customers a little better every day.
“The hard part was never the email. The hard part was knowing who to send it to.”
CIMSS Innovative Solutions builds intelligent healthcare operating systems on the Salesforce platform. Visit cimss.com.
