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Salesforce Retail United States

The RealReal

Sales Automation

The RealReal's concierge and inside-sales reps were losing time to appointment prep, manual note entry, pickup coordination, and shipping logistics instead of focusing on consignor relationships and high-value luxury resale opportunities.

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15 luxury consignment offices
20% of their day back

Reported impact

Business outcome

The RealReal expects reps to reclaim more selling time, move consignments through pickup and shipping with less friction, and deliver a more VIP-like consignor experience at scale.

  • Customer Experience
  • Productivity Improvement
  • Revenue Growth

Solution

The RealReal is using Agentforce, Sales Cloud, Data Cloud, Marketing Cloud, and Prompt Builder to automate the admin-heavy steps of luxury consignment while keeping consignor interactions personalized. Agentforce prepares concierge reps for appointments by generating summaries that combine item details, location, prior consignments, and market-demand context, then lets reps dictate notes on the move so the agent can update Sales Cloud opportunities automatically. Prompt Builder and retrieval-augmented generation pull trusted Salesforce details such as VIP status, item value, and shipping address into consignor communications, while ShipEngine and other APIs handle UPS pickup creation, tracking, and warehouse routing. Because those logistics events are written back to the same opportunity record, sales and concierge teams can move goods through pickup, authentication, and follow-up with less manual coordination and more selling time.

Data flow

Rep observations, prior consignor history, marketing interactions, and item details are combined in Salesforce, Agentforce uses that context to update Sales Cloud records and trigger shipping workflows, and logistics updates from APIs are written back into the opportunity so both reps and consignors see the same status.

Solution architecture

5 components · 3 layers
  1. Storage
    • Data Cloud Adds past transaction and profile context for personalized rep and consignor interactions.
  2. Serving
    • Sales Cloud Stores opportunities, pickup requests, shipment progress, and rep activity for consignors.
    • Marketing Cloud Provides prior outreach context that Agentforce can reuse in personalized follow-up.
  3. Orchestration
    • Agentforce Automates appointment prep, note capture, logistics follow-up, and consignor communications.
    • Prompt Builder Supplies grounded prompt templates for shipping and consignor communications.

Architecture clues

  • Agentforce creates or updates Sales Cloud opportunities directly from dictated mobile notes.
  • Prompt Builder uses retrieval-augmented generation to pull trusted consignor and item data into communications.
  • Shipment routing decisions are informed by an external warehousing system and then logged back to Salesforce.

Evidence from the source

Agentforce will help concierge reps prep for appointments by generating a summary that gives the rep everything they need at a glance.
Agentforce will take it from there. It will create a new opportunity in Sales Cloud, fill in the details based on the dictated notes, and kick off the consignor's journey.
Prompt Builder ... uses retrieval-augmented generation to securely pull in details from Salesforce.
The RealReal expects concierge reps will get 20% of their day back.
Transparency Evidence & methodology 86/100 reference value · 89% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value86/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity16/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact15/25
    1 metric describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence89%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    4 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Salesforce

    The RealReal customer story

    First-party
    https://www.salesforce.com/customer-stories/the-realreal/
    Source type
    Vendor-published customer story
    Published
    Jun 9, 2025
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Jun 9, 2025 · Salesforce · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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