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.
Marketplace • Data • Retail Media
Industry & Segment
Retail
Enterprise
Platform & Products
Agentforce Sales
Agentforce Service
Marketing Cloud
Experience Cloud
Data 360
CRM Analytics
The Challenge
Operational complexity vs scale.
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.
Architectural Complexity
Legacy technical debt across multiple Salesforce platforms created severe operational friction and lacked a unified, future-ready framework capable of supporting sustainable multi-region retail growth.
Fragmented Data Ecosystem
Disconnected data pipelines and legacy system integrations prevented cross-functional teams from maintaining a single, reliable view of core customer behavior and commercial marketplace activity.
Operational Bottlenecks
Critical paths across merchant onboarding, regional marketing activation, and retail media campaign management relied heavily on fragmented, manual, and duplicated workflows.
Opaque Performance Metrics
Limited visibility into active campaign data obscured accurate ROI measurement and marketplace conversion visibility, restricting leadership's capacity to make fast, data-driven decisions.
Our Approach
Simplifying architecture, enabling growth.
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.
Architecture Roadmap
A comprehensive assessment of Kingfisher’s Salesforce environment to define a simplified, scalable enterprise architecture and long-term digital 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, high-performance customer data foundation.
Modern Engagement
Deployment of Salesforce Marketing Cloud Advanced to support automated, highly-segmented customer engagement strategy and execution across European brands.
Performance Visibility
Implementation of CRM Analytics to provide near real-time reporting capabilities across marketplace performance, marketing campaigns and unified commercial operations.
Future-Ready Platform
Design of a highly-modular platform architecture explicitly engineered to scale future internal data harmonization, automated workflows and core AI agent 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
Measurable transformation across operations.
Improved Employee Experience
Simplified processes and improved system usability reduced operational friction, enabling internal teams to work more efficiently and focus effort on higher-value growth activities.
Increased Insights Confidence
Near real-time visual reporting and unified enterprise data access vastly improved visibility into cross-channel campaign performance, marketplace transactions and commercial outcomes.
Better Merchant Experience
Improved multi-system data transparency and streamlined onboard workflows strengthened daily collaboration with strategic marketplace partners and expanded merchant engagement metrics.
Reduced Platform Risk
Architectural optimisation reduced platform risk and technical rework by approximately 20–30%, creating a more stable and resilient foundation.