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Use Case

SETTING UP AUTOMATION AND CONTRIBUTING TO CUSTOMER LOYALTY FOR THE SECOND-LARGEST RETAIL GROUP IN SWITZERLAND
CUSTOMER PROFILE:
  • Industry: International retail & wholesale business
  • Headquarters: Switzerland
  • Employees: 91,000+
  • Operates 1,800 stores
  • The second-largest retail group in Switzerland, with a history of 150 years
  • Total sales in 2020: CHF 30.2 billion
CHALLENGES:
  • Relied on a custom marketing solution that didn’t keep up with its needs
  • Needed to establish marketing automation for the entire group, which consists of over 30 business units
  • Already had Salesforce Marketing Cloud implemented, but lacked a reliable partner that would help them set up the HTML templates and run campaigns within Marketing Cloud
OBJECTIVES:
  • Coming from a list-based email system, the company required the capabilities that marketing automation provides.
  • Increase customer loyalty by engaging in personalized communication with their subscriber base.
  • Increase personalization and offer dynamic content.
  • Set up and run regular communication through automated campaigns for greater efficiency.
SOLUTION:
  • Leveraged existing Salesforce Marketing Cloud platform to establish a marketing automation system for most of the brands within the group
  • Set up an easy-to-use and easy-to-replicate email solution
  • Set up automated email campaigns and customer journeys
  • Set up triggered sends
  • Set up new users
  • Set up transactional emails
  • Set up & implemented dedicated customer email campaigns
  • Delivered workshops and specifications of data structure and data flow
RESULTS

The company improved its marketing strategy with our solution that allows them to engage in 1-1 communication with customers via highly targeted and personalized messaging. With the ability to communicate the right message, at the right time, to the right customers, the brand increased loyalty and created more upselling opportunities.

With our solution, the company increased efficiency through automated campaigns and customer segmentation capabilities. Their marketing team now can leverage powerful tools within Salesforce Marketing Cloud to quickly adjust and update content and build personalized experiences for their subscriber base.

The company’s IT team now has an easy-to-use email solution and can leverage the platform’s stability, scalability and robust customization capabilities to quickly expand and launch in new business units.

TECH STACK
SF marketing cloud
SF service cloud
SF sales cloud
Google Analytics
Google Cloud
SAP Hybris
THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Want to roll out globally
  • Want to personalize the customer experience and boost loyalty
  • Want an easy way to expand your ecommerce presence to other countries or subsidiaries
  • Want to increase automation and gain time, money, and gather relevant data about your customers’ needs