How SharkNinja turned fragmented data into ecommerce momentum

Disconnected data hindered growth

SharkNinja creates high-performance home appliances designed to make everyday life more enjoyable. As they expanded into 39 product categories with dozens of SKUs each — and grew across global markets — customers struggled to navigate the full catalog or find add-ons. With strong upsell potential, SharkNinja knew unifying data globally was key to unlocking growth.

Customer data such as orders, profiles, and service history lived in separate systems and were often siloed by region. Differences in shipping, regulations, and local sites across markets added complexity, limiting the effectiveness of search, personalization, and marketing. This led to duplicate profiles, repeated messages, and limited visibility for reps trying to recommend the right products or accessories.

A unified system of work

To bring their data, digital storefronts, and marketing together, SharkNinja built a unified commerce foundation with Agentforce Commerce — creating a single view of the customer across both Shark and Ninja brands. 

Previously, the brands operated on separate websites. Now, both $3 billion businesses run on one core commerce platform as SharkNinja, across the U.S., Canada, Mexico, the U.K. and 11 European sites. This gives SharkNinja’s teams the visibility to personalize experiences and surface the right products at the right time.

For example, a merchandiser updating a product page can now manage pricing, images, reviews, and SKU variations in one place. B2C Commerce integrations — powered by prebuilt AppExchange cartridges — pull in data from tools like Salsify and Bazaarvoice, enabling product comparisons, personalized recommendations, and a seamless shopping experience that helps customers discover and add more to cart.

Behind the scenes, the Salesforce Order Management System (OMS) unifies order data across regions and channels — including TikTok Shop, where 30% of orders now originate. OMS routes each order to the warehouse, tracks inventory and shipping in real time, and automates fulfillment without manual work.

Today, SharkNinja is extending that same connected experience into marketing. Agentforce Marketing replaced their legacy email system and connects directly to Commerce activity to trigger relevant, timely outreach across channels, like re-engaging abandoned carts or sending recipes and tips after purchase.

A real-time view of every customer

Data 360 supports SharkNinja’s unified commerce solution by providing a single, intelligent system of context connecting customer, product, and service data across their entire business. By bringing everything into one place, Data 360 turns data from first- and third-party sources into a complete, real-time view of each customer.

Higher conversion, lower churn

Since launching Agentforce Commerce, SharkNinja has seen a 6% year-over-year increase in conversion rate and a 14% lift in items added to cart, while reducing customer churn by 58% over the same period — clear signs that customers are finding what they need, buying more, and coming back to shop.

At the same time, SharkNinja’s website runs faster and holds up during busy moments like the holidays. They can handle spikes in traffic without slowdowns or outages, keeping the experience smooth for customers.

The platform gives SharkNinja room to innovate without adding complexity. “We pour all of our money into research and developing new products,” said Velia Carboni, CIO. “It was really important to build our critical functionality out on a platform that could give us all the innovative capabilities we needed without having to hire a lot of people to run it.”

With a more scalable, data-driven foundation in place, SharkNinja is better equipped to support growth, adapt quickly, and continue delivering standout customer experiences.

Why SharkNinja chose Salesforce

Salesforce Professional Services

Salesforce Professional Services led the Commerce implementation, ensuring SharkNinja launched on time ahead of peak holiday season. They also trained the lean team and supported ongoing enhancements, helping reduce risk and keep the platform running smoothly during high demand.

Salesforce Signature Success

Salesforce Signature Success gave SharkNinja dedicated customer success managers to guide strategy and quickly resolve issues from escalations to bug fixes, helping keep their commerce and service operations running smoothly.

Identity resolution in Data 360

Data 360 uses identity resolution to link browsing, purchases, and support interactions into a single profile — recognizing returning shoppers, reconciling guest checkouts, and connecting chat transcripts to known customers so teams always have a complete view.