Discover how a clothing brand transformed customer support and marketing with Salesforce multi-cloud integration, delivering seamless and personalized experiences.
A prominent clothing brand on the East Coast set out to overhaul their technology stack using Salesforce products. They needed a unified system where all customer data could be accessed easily, making it simpler for support reps to manage interactions and offer top-notch service.
On top of that, they aimed to use Marketing Cloud to run and manage marketing campaigns, ensuring cohesive and targeted customer engagement.
Learn how Icreon helped this clothing brand enhance their customer service experience through a seamless Salesforce multi-cloud integration.
The client, a leading clothing brand, was using multiple disconnected systems—Zendesk for support, Mailchimp for marketing, and Salesforce Commerce Cloud for e-commerce. This fragmented setup hindered their ability to provide seamless customer support and execute integrated marketing campaigns. The challenge was to consolidate data across all systems, enabling service reps to efficiently manage customer interactions and marketers to optimize campaign execution through a unified Salesforce platform.
To address these challenges, the implementation process was divided into several phases, each focusing on a multi-cloud approach. The Service Cloud implementation included a comprehensive suite of tools such as Email, Phone (CTI Integration), Web Cases, Live Chat, and a Knowledge Base. Additionally, Entitlement Management was incorporated to ensure Service Level Agreements (SLAs) were met and customers received the promised support.
Data migration from Zendesk to Service Cloud was a critical component, ensuring no loss of valuable customer information. Once the Service Cloud phase was complete, a single Business Unit was set up for the Marketing Cloud, integrated with the Service Cloud. This ensured that marketing and service teams had access to synchronized and up-to-date customer data, enabling better campaign planning and execution.
We implemented Salesforce Service Cloud to centralize all customer support activities. This included integrating Email, Phone (CTI Integration), Web Cases, and Live Chat to manage different support channels. A Knowledge Base was set up to arm service reps with the resources needed to resolve queries efficiently. This made sure all support activities were consolidated into one platform, vastly improving customer service operations.
We executed a meticulous data migration from Zendesk to Salesforce Service Cloud. This ensured the integrity and completeness of customer data during the move. The goal was to keep service seamless without losing any valuable info. By shifting all historical and current data to Salesforce, service reps gained a unified view of customer interactions, enabling better support.
We set up Salesforce Marketing Cloud as a single Business Unit integrated with Service Cloud. This allowed for a consistent data flow between service and marketing teams, ensuring better coordination for marketing campaigns. With real-time customer data, marketers could design targeted and effective campaigns, creating more personalized customer experiences.
We implemented Omnichannel routing to efficiently manage case distribution across channels like email, phone, web, and chat. This system automatically routed cases to the right service reps based on criteria like case type and priority. Entitlements and milestones were configured to ensure SLAs were consistently met. This improved response times and boosted overall customer satisfaction by providing timely, relevant support.
The integration of various Salesforce Clouds into one unified platform had a significant impact on the client’s operations. Service reps now had all the information they needed in one system, making case handling more efficient.
Omnichannel routing ensured customer queries were swiftly addressed, regardless of the channel. The implementation of Entitlements and Milestones helped meet SLAs consistently, leading to happier customers. Plus, the integration with Marketing Cloud enabled sophisticated campaign planning based on the latest customer interactions, enhancing marketing effectiveness.
