Retail · United States
Harbor put POS, CRM, inventory, and desk on one login so store close and support share the same customer.
40 specialty stores · 380 employees
Executive summary
The team opens the live app before every standup — no deck, no lag, just the work.
The challenge
Deals lived in email. Stock lived in a WMS no one outside ops could read. Support tickets had no purchase history.
Every Monday, revops rebuilt a forecast from three exports. Store managers did not trust HQ numbers; HQ did not trust store counts.
Holiday peaks broke the stack. Support volume spiked while inventory truth lagged by a day.
Stack change
What the team stopped using - and what runs on CEDX.
The change
CRM, POS, Inventory, Payments, and Desk on one estate. The same customer graph feeds the register, the ticket, and the forecast.
Store managers see live stock and open tickets. HQ sees the same deal stages the floor uses.
Training used live product pages and demo tenants — the same build prospects open from the site.
Outcomes
Results used as pilot targets - the shape of success, not vanity dashboards.
Team impact
Sees stock and open tickets without calling HQ.
Forecast from live stages, not three exports.
Ticket opens with purchase history already on the record.
Why an estate
Sales, service, and finance stop arguing about whose record is authoritative.
Operators do not maintain six passwords and six partial truths.
What you evaluate on the website is the build you implement.
Start with one motion; add products without a second platform.
Rollout
Typical shape - your pilot may compress or expand by product footprint.
Discovery + estate map
Identity, store hierarchy, catalog cutover plan.
POS + Inventory pilot
Eight stores live; CRM and Desk wired for HQ.
Full rollout
Remaining stores, payments, support training.
Hypercare
SLA review, weekly metrics, partner SE on call.
Risks
Your next 90 days
Same skeleton Harbor, Northline, and Atlas-shaped programs use.
Estate map
Sponsor, operators, systems list, retire list, pilot metrics.
Pilot live
One pod or region on production-shaped config.
Expand wave
Second region or adjacent product family.
Hypercare exit
Metrics review, owner map, BAU support path.
In the room
Harbor Retail Group runs day-to-day work in CEDX - the same apps you can open from every product page.
FAQ
It is an illustrative composite on live demo tenants. Named case studies publish with customer approval.
Yes. Products in this scenario: CRM, POS, Inventory, Desk, Payments.
CEDX, a consulting partner, or both - decided in the estate map.
Architecture notes
One login for operators in scope. Entitlements follow the product graph.
Customer graph ownership is written in the estate map before imports.
Prefer estate events and first-party connectors over brittle nightly CSV.
Commercial shape
Products in the first motion, seats for the pod, success metrics, hypercare window.
Wave-two products and regions after metrics clear - written in the original map when possible.
Related scenarios
Northline collapsed six tools into one estate so new reps quote, sign, and bill on the same customer graph.
LogisticsAtlas put field jobs, parts, and contact-center voice on one desk record across three provinces.
Food & beverageCedar connected campaigns to CRM to orders so marketing and ops stop arguing about whose number is real.
Thirty minutes. Products, retire list, and pilot metrics - before anyone configures.
