PDS Consulting / Bundles / Customer Engagement
Customer Engagement Bundle
Customers don't experience "the support function" or "the marketing function" — they experience one company. This bundle packages Service Cloud, Salesforce Experience Cloud, and Salesforce Marketing Cloud (SFMC) into a single coordinated program so your service, portal, and marketing work from the same customer identity instead of running separate campaigns in blissful ignorance of each other.
At a glance
- Includes
- CRM (Service Cloud) + Salesforce Experience Cloud + Salesforce Marketing Cloud (SFMC) — as one program
- Best for
- B2C / DTC / consumer-facing companies with multichannel engagement across email, SMS, push, and web
- Scope
- Single tier — available with or without Systems Integration (required when non-Salesforce data sources are in play)
- Sponsors
- CMO + VP CX + CDO — wider sponsorship than typical B2B bundles
- Pricing
- Quote, on scope — with a transparent multi-engagement discount
Customers experience one company, not three functions.
The unbundled pattern produces three disconnected customer experiences. Service has its own tone and cadence. Marketing runs its own campaigns. The portal experience reflects neither. Promotional emails go to customers sitting in an active support escalation. Loyalty status is invisible to the journey engine. Consent lives in three systems that don't agree. The bundle exists because customer engagement is one job that requires three Salesforce capabilities working together — and separate procurement guarantees the customer experiences three companies inside what's supposed to be one.
Does any of this sound familiar?
- Customers experience three different brands when they interact with your marketing, your support, and your portal — none of which know what the others sent.
- Marketing sends a promotional email to a customer who's in the middle of a support escalation. That's the kind of thing that loses customers.
- You have SMS, push, email, and in-app messaging across three different tools, and no coherent view of which channel works for which customer.
- Compliance asked you to prove consent across your customer base. You have it in three systems and they don't agree.
- Your loyalty program lives in a separate platform — Marketing Cloud journeys can't reference loyalty status, and the portal can't show points.
- Customer-experience metrics are siloed — service has CSAT, marketing has engagement, and retention is a number nobody owns end-to-end.
Three capabilities, one customer experience.
Each component is designed against the same customer identity model — not three separate guesses at who the customer is.
Service foundation
CRM Implementation (Service Cloud)
The service foundation — cases, accounts, contacts, customer history, service workflows, and account-360 view. The customer record that Marketing Cloud journeys target and the portal renders.
Customer portal
Salesforce Experience Cloud
A branded customer portal — account self-service, case visibility, knowledge base, transactional history. Identity federation to social login. Portal reflects service state and campaign awareness so customers don't feel they've crossed into a different company.
Multichannel orchestration
Salesforce Marketing Cloud (SFMC)
Email, mobile (SMS and push), Journey Builder, personalisation, and advertising audience sync — multichannel orchestration built around the unified customer identity. Journeys filter on service state; no promotional campaigns to customers in active support escalation.
Optional component
Systems Integration
When non-Salesforce data sources are in play — e-commerce order data, loyalty platform data, in-product behavioural signals — Systems Integration surfaces them into the portal and journey engine. In scope from day one when required; never bolted on after the fact.
This bundle is built on Salesforce. PDS is independent — not a reseller, with no platform partner tier — so the recommendation always serves the customer experience, not a licensing margin.
How it runs — coordinated, not sequential.
The three implementations run with parallel-execution opportunities; the customer identity model is locked once and applied across all three so there's no re-work at the seams.
01 · Joint kickoff
One joint kickoff across all three — or all four — engagements. The customer identity model is the first decision. CMO, VP CX, and CDO sponsorship is confirmed and locked before configuration begins.
02 · Service Cloud live
The Service Cloud foundation stabilises first — cases, account-360, service workflows, and the customer history model that the portal and journey engine both depend on. Marketing Cloud and portal design begin in parallel once the customer record is firm.
03 · Marketing Cloud live
Multichannel orchestration, journey design, and identity resolution to the customer master. A soft launch runs for four to six weeks before broad launch — non-negotiable. Experience Cloud portal integration runs in parallel.
04 · Portal & full launch
Experience Cloud portal launches with a real-customer beta before broad rollout — replacement mapping signed by the exec sponsor before configuration, portal tested with live customers before broad release. All three components in coordinated production; managed operations begins.
With or without Systems Integration. The three-component bundle (Salesforce-native data only) is a coherent programme in its own right. The optional Systems Integration component adds the flows that surface non-Salesforce data — e-commerce orders, loyalty status, in-product behavioural signals — into the portal and journey engine. Scope determined in kickoff; the decision doesn't change the rest of the programme shape.
What the bundle delivers that separate engagements don't.
- One customer experience instead of three — service, marketing, and portal coherent around a single customer identity.
- Cross-channel orchestration that is aware of service state — no promotional campaigns to customers in an active escalation.
- Unified customer identity across Service Cloud, Marketing Cloud, and Experience Cloud — one source of truth for who the customer is, what their consent state is, and what their engagement history is.
- Compliance coherence — GDPR, CCPA, CASL, TCPA consent recorded once and respected across all channels and touchpoints.
- A single executive narrative for CMO, VP CX, and CDO — one programme rather than three separate procurements competing for cross-functional alignment.
What you're aiming at.
- A unified customer profile across service, marketing, and portal — a Customer 360 that matches what your executives mean when they say it.
- Cross-channel journey orchestration with named success metrics — abandoned cart recovery, post-service follow-up, lifecycle progression, loyalty engagement.
- Coherent consent management across email, SMS, push, in-app, and web — audit-defensible in a multi-jurisdiction environment.
- Reduced manual cross-functional coordination — no more "make sure marketing doesn't send to customers in escalation" emails between functions.
- A joint customer-experience review cadence — CMO, VP CX, and CDO on one programme, not three separate reporting lines.
Outcomes are what this bundle is built to deliver, grounded in the constituent services and the coordination discipline that ties them together. As PDS bundle engagements close, this section gets measured numbers. The anchor verticals for this bundle — retail, hospitality, healthcare consumer, financial services consumer — are real Salesforce platform fits; PDS does not claim direct embedded-experience in those verticals.
Who it's for.
- B2C, DTC, or consumer-facing companies where multichannel customer engagement is the growth lever — email, SMS, push, in-app, web personalisation.
- With CMO, VP CX, and CDO co-sponsorship and named champions in Marketing Ops, Customer Experience Ops, and the CDO's data team.
- Consumer-facing motions in retail, hospitality, subscription services, financial services consumer, or healthcare consumer — where journey-driven engagement is core to the customer relationship.
- Often triggered by: a new CMO mandate on customer experience, a loyalty programme launch, multichannel orchestration becoming a requirement, fragmented stacks from M&A, or churn pressure with no clear lever.
- With a defined compliance posture for B2C messaging — TCPA, CASL, GDPR, CCPA — or the readiness to scope it properly upfront.
When it's not the bundle.
- B2B-only motions — the right fit there is Pardot / Marketing Cloud Account Engagement paired with Sales Cloud, not full SFMC.
- Email-only motions without multichannel readiness — full SFMC is over-tooling; a lighter marketing platform fits better.
- Buyers committed to Klaviyo, Iterable, Braze, or another consumer marketing platform — the bundle is Salesforce-native; multi-vendor is a different shape.
- Without unified CMO + VP CX + CDO sponsorship — the programme stalls at the function seams without all three engaged.
- Healthcare buyers without a defined HIPAA compliance posture — the compliance scope needs to be scoped before the bundle can be structured safely.
Not sure if the full bundle is the right shape? A short scoping call surfaces whether the three-component programme or a smaller Service Cloud + portal path fits your current state.
No pitch, no pressure
One customer engagement programme, not three projects.
A 30-minute call is enough to tell whether your motion is bundle-shaped — and whether Systems Integration scope is required or the Salesforce-native programme is the right starting point.
Book a call →Or explore the other bundles or individual services.