Client Overview
A well-established Home furniture and Décor Company based in California, Founded in 2010, runs a chain of retail stores across different regions to help end customers make their homes beautiful with their products.
The client's vision is clear: to meet customers where they want to be met. This entails personalizing customer interactions and bridging the gap between physical and online channels.
However, putting this customer-centric vision into action proved difficult with their current CRM system.
Challenges Solution and Benefits
We implemented different Salesforce solutions that targeted particular challenges effectively.
Challenges
Customers are the key to making the business profitable and long-lasting. However, the company was struggling to understand every customer’s preference and behavior associated with their home furniture and décor products resulting in less customer response and engagement rate.
Providing personalized customer experience to every other customer turns out to be a backbreaking task without the essence of automation, which in turn scaled down the brand interaction with customers.
Solution
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Marketing Cloud implementation assisted in understanding what the customers like, dislike,
their interests, and their preferred modes of communication and interaction with their brand.
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By sending tailored deals to end-customer through emails, the company started to provide a
seamless shopping experience.
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Team members assessed the advanced analytics of the marketing cloud to send personalized
messages to specific customers based on the customer's past history.
Benefit
Delivering a delightful experience throughout the customer journey increased Net Promoter Score by eight to ten percent.
Customer engagement level on different channels got improved by 40%.
Challenges
The company’s previous CRM system had limited functionality, only integrating with its IVR customer support system. Data from other systems within the company, such as logistics management and ERP, remained in silos.
Lack of visibility into the prospect journey.
There was no centralized system for numerous business units, resulting in a lack of data interchange between systems.
Sales representatives' efficiency suffers due to a lack of 360-degree consumer information.
Solution
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Implemented sales cloud with a centralized system that has systematically managed particular
processes to diverse division.
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The solution has provided a single source of customer truth, allowing sales teams to better
track customer requirements, forecast opportunities, and convert more leads.
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Every team in the organization, from sales and facilitators to service personnel, got a
360-degree perspective of the consumer, allowing them to maintain high levels of customer
satisfaction.
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Through Sales cloud implementation the Company has completely digitized its sales processes,
including lead management, order management, sales loss capture, inventory tracking, and more.
Benefit
40% Increase in lead, engagement, and conversion ratio.
This streamlining and automation of the entire sales process has increased our sales team's productivity by 25%.
Challenges
Team was taking high time in resolving and handling the customer cases resulting in customers loosing back.
In legacy CRM, multichannel customer interaction was ineffective.
Solution
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Deployed service cloud for omnichannel customer case management. A single screen that has
provided the agents with a consolidated view of queries across channels without requiring them
to switch between windows improved agent efficiency.
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When a lead is successfully converted, all data related to the customer's order and its
shipping status is transferred to Service Cloud. This gives the service team complete
visibility into every order, allowing them to respond to customer inquiries more quickly.
Benefit
This unified view has resulted in faster case resolutions, with average customer call time reduced by 40%.
Project Insights
Time Duration
2.5 years followed by Maintenance and future upgrades
Estimate hours
5000 man-hours
Team structure and Contribution
Business analyst, Project manager, UI/UX designer, Front end developer, Back end developer(2), Testers and Salesforce technician, developer, and consultant
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