CASE STUDY
Scaling the Marketplace Engine for Kingfisher’s Data-Driven Transformation
Kingfisher plc is a leading home improvement retailer operating iconic brands including B&Q, Screwfix, Castorama and Brico Dépôt across the UK and Europe. Serving both consumers and trade customers at scale, Kingfisher continues to invest in data-led growth and operational efficiency across its retail, marketplace and retail media initiatives.
Kingfisher partnered with Trigg Digital to simplify its Salesforce ecosystem and create a scalable platform to support marketplace expansion, retail media growth, and improved customer and merchant experiences.
INDUSTRY & SEGMENT
Retail Enterprise
Platform & products
Agentforce Sales Agentforce Service Marketing Cloud Experience Cloud Data 360 CRM Analytics
The Challenge
Over time, Kingfisher’s Salesforce landscape had grown increasingly complex, creating operational friction and limiting the organisation’s ability to fully leverage its data and digital capabilities.
Key challenges included:
- Legacy technical debt and architectural complexity across multiple Salesforce platforms
- Fragmented data and integrations preventing a consistent view of customer and commercial activity
- Manual and duplicated processes across merchant onboarding, marketing activation, retail media operations and reporting workflows
- Limited confidence in performance insight and ROI measurement across campaigns and marketplace initiatives
- A need for a comprehensive architectural and operating model review to enable sustainable growth across retail, marketplace and retail media
These challenges created operational inefficiencies and made it difficult for teams to act on data-driven insights with confidence.
Our Approach
Working closely with Kingfisher, Trigg Digital delivered a strategic advisory and architecture transformation programme focused on simplifying the Salesforce ecosystem and enabling scalable, data-driven operations.
Our approach included:
Salesforce architecture review and transformation roadmap
A comprehensive assessment of Kingfisher’s Salesforce environment to define a simplified, scalable architecture and long-term transformation roadmap.
Unified data foundation
Design of a governed data architecture using Salesforce Data Cloud combined with Databricks Zero-Copy capabilities to create a trusted and unified data foundation.
Customer engagement modernisation
Deployment of Salesforce Marketing Cloud Advanced to support more personalised customer engagement and campaign execution.
Operational performance visibility
Implementation of CRM Analytics to provide near real-time reporting across marketplace performance, marketing campaigns and commercial operations.
Future-ready platform architecture
Design of a modular platform architecture capable of supporting future data, AI and automation initiatives.
In Their Words
“A pivotal step forward in Kingfisher’s journey to deliver smarter and more connected experiences for our merchants. By leveraging Trigg Digital’s deep Salesforce, AI, retail, marketplace, and retail media expertise, we’re unlocking new opportunities to accelerate growth. Together, we’re building the future of home improvement.”
David Gomez, Group Marketplace Director, Kingfisher
The Results
IMPROVED EMPLOYEE EXPERIENCE
Simplified processes and improved system usability reduced operational friction, enabling teams to work more efficiently and focus on higher-value activities.
BETTER MERCHANT AND PARTNER EXPERIENCE
Improved data visibility and streamlined workflows strengthened collaboration with marketplace partners and improved merchant engagement.
INCREASED CONFIDENCE IN DATA AND PERFORMANCE INSIGHTS
Near real-time reporting and unified data improved visibility into campaign performance, marketplace activity and commercial outcomes.
REDUCED PLATFORM RISK
Architectural optimisation reduced platform risk and technical rework by approximately 20–30%, creating a more stable and resilient foundation.